Global VP, Customer Support & Success at Cin7

| Greater Denver Area
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Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

We pride ourselves on providing cloud-based Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. Cin7 centrally manages inventory across multiple locations and channels, connecting 700+ systems to support receiving, selling, and shipping stock. We are expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and as our Global VP, Customer Support & Success, you will drive the maturation and strategy of our post-sale tools and processes, creating a world class experience for our customers.

If you always STRIVE to be your best, you’re PASSIONATE, you love to INNOVATE and COLLABORATE, and you have a strong sense of INTEGRITY, you may be ready to put our company values into practice!

Does this sound interesting?

If so, we're looking for a motivated and driven Customer Support and Success leader who has a track record of scaling a high growth tech company. Also a clear understanding of the modern approaches to Customer Support and Success in a SaaS software world, and who would love working on the following:

Technology Leadership

  • Deliver transformational leadership across the Cin7 brands to unify the current operational technology and processes.
  • Communicate and drive the technology vision for the customer experience and instill confidence in customer facing processes, for both customers and teams.
  • Drive a one-to-many relationship with the customer through digital engagement of customer segments.
  • Deliver advanced modern day technology that creates maximum value for all customers across the portfolio.
  • Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base.
  • Implement AI and machine learning technology to personalize the customer experience

Operational and Delivery Excellence

  • Create and implement a portfolio consulting business model that helps customers take full advantage of the product capabilities across their business lifecycle.
  • Work closely to optimize a Partner channel to help provide value add activities to our customer base.
  • Optimizing process, cost, and talent resourcing by addressing inefficiencies; establishing discipline and rigor around team operations.
  • Combine the customer journey across the products into a single flow that maximizes the touch points and value creation opportunities for both Cin7 and each customer.
  • Create and maintain customer segmentation and provide value to each segment concurrently.
  • Driving synergies within the Customer Support & Success organizations to accelerate value and productivity across product lines and geographies without jeopardizing customer happiness.
  • Planning and managing budgets, watching monthly spend, driving cost efficiencies.
  • Excellent communication with customers and partners when required. Serve as the escalation point for customer related issues.

People Leadership

  • Continuously optimizing a strong, performance-oriented Customer Support and Customer Success team and culture; effectively lead change as the business continues to scale and evolve.
  • Create organizational structures that optimize the customer experience across the portfolio.
  • Bringing together a global team focused on the greater good, committed to solving difficult problems in creative ways.
  • Encouraging a culture of collaboration across teams to cultivate positive morale, retention, and performance.
  • Attracting and retaining top talent; develop a local employer brand to drive Engineering recruitment.
  • Experience coaching up Managers, Directors and team members, growing talent internally and externally.
  • With partnership from People and Culture stakeholders, implement effective and consistent performance reviews and training programs.
  • Collaborative leading and participation in company-wide initiatives and social events.

Here’s what you’ll bring with you:

  • 10+ years managing distributed customer facing teams across multiple regions.
  • Consulting experience at a large organization.
  • Created modern day scalable offerings for Customer Support and Customer Success
  • Global experience across multiple time zones and cultures.
  • Experience building high-performance teams that achieve aggressive goals in a high-velocity environment.
  • Ability to drive the integration of acquisitions with similar business models and delivery methodologies
  • Strong commercial and financial judgment and the ability to prioritize as well as the ability to make tough decisions based on data. Track record of success in establishing cost-effective and resource-effective management with a focus on EBITDA; ability to optimize for efficiency and cost.
  • Deep understanding in customer journey mapping and creating offerings to meet the needs of different customer segments.
  • Ability to manage churn risk and upgrade opportunity in a SaaS business.
  • High level of maturity in working with a Partnership channel to create value for customers.
  • Experience in creating and managing a training team to educate internal and external stakeholders
  • Successful track record of leadership as it relates to building collaboration and consensus between disparate groups; a leader who can gain buy-in from his/her organization around cohesive execution strategies.
  • Track record as a world-class people manager who drives ownership and accountability to ensure progress is being made on broader team, business, and corporate goals.
  • Demonstrated success in partnering with recruiting teams to attract, retain, and develop strong technical talent.
  • Ability to build and sustain excellent relationships cross-functionally and at multi-levels internally, and also with partners and customers.

In return, we offer:

  • Competitive benefits, including medical, dental, vision, and 401k.
  • A flexible PTO policy, allowing you the time you need to recharge.
  • A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
  • A diverse team, where everyone helps each other and inclusion is a core value.
  • Frequent company sponsored events so you can get to know your coworkers.

Location: 

Please note that this role is based in Denver, CO. Though we have some flexibility on timing for relocation, we are not considering permanently remote candidates at this time. We are a hybrid work environment.

Why CIN7?

CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company. 

At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.

Compensation:

$160-200k base salary + incentive bonus and additional perks

We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We have a relaxed and comfy warehouse style office in beautiful downtown Denver for collaboration with our teams in our hybrid working space.

An Insider's view of Cin7

What’s the vibe like in the office?

We have lots of inside jokes, serious hard work, and a truly accountable support system. It’s nice having a team that takes an active interest in your role. We have funny conversations and real planning time, even amidst the chaos of these times. I truly feel completely comfortable asking anyone on our team for help or advice at any time.

Dylan

Business Development Representative

What does your typical day look like?

My focus is on creating a great working environment for my team by providing a platform to learn, collaborate & grow- while we work with & deliver top service to our customers. I provide direction, recognition & constructive feedback so my team achieves their goals, both personally & professionally. Our Trust & Collaboration values underpin it all!

Cyran

Head of Professional Services

How has your career grown since starting at the company?

I've been with Cin7 for two years & have been able to wear multiple hats & work with great people.I began as an Implementation specialist & within 6 months was leading a team. I then moved to lead the EDI/3PL support team, before being offered my Product Analyst role. Cin7 is dynamic, hands-on & supportive & I always feel my contribution is valued.

Sonal

Product Analyst - Omnichannel

What is your vision for the company?

We want to empower modern product businesses to thrive in a fast-changing connected world. Our inventory management software tool is the most comprehensive, easy-to-use and swift-to-implement product available globally. And our dynamic,innovative world-class team lives our values daily, helping our customers scale and sell to anyone anywhere.

David

CEO

What projects are you most excited about?

Our current projects are ones you can't stop thinking about!There's loads to do & you couldn't get a better team rallying together.I'm currently working on how we onboard our channel partners.Working with Product,Customer success & our Senior leadership team has brought together fantastic ideas.We're on the cusp of a fantastic chapter in our story.

Michelle

Head of Partnerships US

What are Cin7 Perks + Benefits

Cin7 Benefits Overview

Cin7 understands that people's lives are rich and varied - each with different challenges, motivations and expression. We work to not only accommodate but to facilitate and celebrate those aspects of life. We are led by our values (Strive, Trust, Innovate, Collaborate) and they inform what we offer our people. We're always working towards the next initiative in this area.

Culture
Volunteer in local community
Cin7 participates in local volunteer activities such as Food bank of the Rockies. We also have volunteer days with our customers (2 per year)
Partners with Nonprofits
Cin7 regularly fundraises for charities. In 2020 this included, Breast Cancer, Mental Health, Chronic pain awareness, Anti bullying, Starship Children's hospital, Movember, and Chained dog rescue.
Friends outside of work
Eat lunch together
Intracompany committees
Cin7 has a variety of open committees and clubs. They decide on & manage social occasions, themed days, cultural events & charity fundraisers, sports and wellness activities, health & safety etc
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Cin7 is a highly diverse company & this is reflected everywhere: 8 nationalities in the Senior team alone; a significant % of women in leadership: and a huge range of ages and life-stages represented.
Unconscious bias training
We are working on an Unconscious Bias training programme which will be delivered in 2020
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 200% of annual salary
Dental Benefits
We offer a variety of dental plans to employees at costs between $10-$100 / month
Vision Benefits
Cin7's Vision plan is effectively offered to all US employees for free. Glasses and lenses are covered in full.
Health Insurance Benefits
We offer a variety of plans that cover up to 100% after deductible, or PPOs with low co-pays
Life Insurance
Wellness Programs
Wellness resources offered through Trinet
Mental Health Benefits
Mental health resources offered through Trinet
Retirement & Stock Options Benefits
401(K)
Cin7's 401(k) retirement plan through TransAmerica ffers a broad selection of stocks, bonds and international index funds to choose from.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide generous parental leave options.
Flexible Work Schedule
In many cases, Cin7 offers flexible start and finish times each day.
Remote Work Program
Cin7 offers remote work options and programs for each of our offices. We offer additional flexibility when needed as well, as is the case currently due to Covid.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Cin7 hosts a number of company outings each year. There are fantasy football leagues, fun-runs, fitness challenges, happy hours, group hikes, and golf events, to name a few.
Stocked Kitchen
Cin7 has great coffee and a weekly fresh fruit delivery
Happy Hours
Happy hours are held monthly on Fridays. Drinks, pizza, snacks & fun are all on the menu. In 2020 Covid has given us more opportunity & need for virtual social interaction too & happens weekly.
Professional Development Benefits
Job Training & Conferences
Cin7 offers professional and personal development opportunities utilising both in-house expertise and outside providers.
Lunch and learns
Cin7 hosts Lunch and Learns each week. We offer a variety of subjects, speakers and activities - from serious to fun, professional to recreational.
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

As Cin7 continues to grow, we're continuing to expand what we offer to our awesome team.

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