Position Summary: Swiftly is searching for experienced and dynamic Vice President of Customer Success to lead our customer success, support, and onboarding teams. In this strategic leadership role, you will be responsible for driving growth with our retail partners while preparing for scale in our high-growth organization. This role will be responsible for customer satisfaction, retention, and overall success while ensuring a seamless onboarding experience. Your strategic vision and leadership will be essential in fostering long-term relationships with our customers and aligning our services with their goals.
Responsibilities Include:
- Develop and execute the customer success strategy aligned with the company's vision and goals
- Collaborate with cross-functional teams to enhance product offerings and improve customer experiences
- Drive automation and collaboration across the organization to scale and prepare for growth
- Oversee customer success initiatives and account plans to ensure high levels of customer satisfaction and engagement
- Implement metrics and KPIs to measure success and drive continuous improvement
- Lead the onboarding process to ensure new customers achieve value quickly and projects are delivered on time with high quality
- Develop and refine onboarding materials and training programs to enhance user adoption
- Manage the customer support team, ensuring timely and effective resolution of customer inquiries and issues
- Establish support processes and best practices to improve efficiency and customer satisfaction
- Build strong relationships with key customers, serving as a trusted advisor and advocate for their needs
- Regularly communicate with customers to gather feedback and identify opportunities for improvement
- Serve as an escalation point for key customers and advocate as voice of the customer internally
- Analyze retailer user data and retailer revenue potential to identify trends, opportunities, and opportunity gaps for each customer
- Utilize insights to inform product development and improve customer experience
- Partner with sales, marketing, and product teams to ensure a cohesive approach to customer engagement
- Contribute to company-wide initiatives to enhance overall customer experience and satisfaction
- Other related duties as assigned
Required Qualifications:
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field
- 10+ years of experience in customer success, support, or related roles, with at least 5 years in a leadership position
- Proven track record of developing successful customer success strategies and driving customer satisfaction
- Strong understanding of SaaS products and the technology landscape
- Excellent communication, interpersonal, and leadership skills
- Data-driven mindset with the ability to analyze metrics and derive actionable insights
- Passion for customer advocacy and commitment to delivering exceptional service
Preferred Qualifications:
- Retail or CPG experience or servicing retailers or CPGs
- MBA
Working For SwiftlyWe are working on a set of problems that require the best in the industry to get right. Our employees are the pillars of the future of the company and they are treated and compensated as such. We're a growing team of experienced industry professionals building an organization that can solve tough problems and values a collaborative environment.
Every Swiftly employee: -Has demonstrated the ability to work collaboratively in an ambiguous, fast-paced environment -Takes ownership of their domain from the ground up, from inception through deployment to customers -Leaves their ego at the door and ensures the best idea leaves the room -Is always experimenting with new technologies and learning new skillsets
If you've ever wanted to work on a project that blends a gorgeous consumer experience, sophisticated logistics, and scale that rivals the largest technology players, Swiftly is the place for you.
Equal Opportunity Employer Swiftly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Swiftly will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.
United States
