Vice President - Customer Experience

Vice President of Customer Experience

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you'll enjoy:

+ Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. + Continuous professional growth and leadership opportunities. + Health, wellness, and financial benefits to offer peace of mind to you and your family. + World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Vice President of Customer Experience will be a strategic leader responsible for overseeing the development, management, and execution of Customer Success and Project Management initiatives within SHI Services. This executive role requires a proven track record in building and scaling high-performing teams, exceptional leadership and public speaking skills, along with expertise in managing complex client escalations related to professional and managed services delivery excellence. The successful candidate will drive customer-centric strategies, ensure successful project outcomes based on SOW deliverables, and foster a culture of excellence and collaboration within SHI Services.

Role Description

Leadership and Team Management:

• Build, lead, and mentor high-performing Customer Success and Project Management teams within SHI Services, fostering a culture of accountability, innovation, and client focus.
• Develop and implement strategies to scale teams effectively, ensuring alignment with SHI Services' goals/sales leadership and SHI's broader objectives.
• Provide executive oversight for hiring, training, and performance management of team members.

Customer Success Programs:

• Design and execute scalable Customer Success programs to enhance client satisfaction, retention, and advocacy for SHI Services' offerings.
• Establish a data-driven approach of execution based on metrics and KPIs to measure customer health, engagement, and success, driving continuous improvement.
• Collaborate with cross-functional teams within SHI to align Customer Success initiatives with SHI Services' solutions and SHI's overall product portfolio.

Project Management Excellence:

• Oversee the delivery of complex, high-impact projects within SHI Services, ensuring on-time, on-budget, and high-quality outcomes.
• Implement best-in-class project management methodologies (e.g., Agile, PMP, or equivalent) to standardize processes and drive efficiency.
• Manage resource allocation, risk mitigation, and project portfolio performance at an enterprise level for SHI Services.
• Report and track on project health, including escalations, updates, and prioritized tasks.

Escalation Management:

• Serve as the primary executive point of contact for high-level client escalations within SHI Services, resolving issues with professionalism and strategic insight.
• Develop frameworks for proactive issue identification and resolution to minimize escalations and enhance client trust.

Public Speaking and Stakeholder Engagement:

• Represent SHI Services in client meetings, industry conferences, and executive forums, delivering compelling presentations on SHI Services' capabilities and SHI's value proposition.
• Build and maintain strong relationships with key clients, partners, and internal stakeholders across SHI to drive strategic alignment and collaboration.
• Create a culture of focus around generating high CSAT scores and reference-ability amongst services clients.

Strategic Planning and Execution:

• Develop and execute a comprehensive customer experience strategy for SHI Services that aligns with SHI's broader business objectives.
• Drive operational improvements, leveraging data-driven insights to optimize processes and enhance client outcomes.
• Collaborate with SHI's senior leadership to shape company-wide initiatives and contribute to SHI Services' long-term growth strategies.

Behaviors and Competencies

+ Leadership: Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement. + Customer Service: Can lead strategic customer service initiatives, inspire others to prioritize customer service, and foster a culture of continuous customer service improvement. + Continuous Improvement: Can lead others in identifying and implementing major improvements and proactively drive continuous improvement across the organization. + Communication: Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills. + Problem-Solving: Can lead strategic problem-solving initiatives, inspire others to improve their problem-solving skills, and foster a culture of proactive problem-solving. + Decision-Making: Can lead organizational decision-making, mentor others in developing decision-making skills, and create frameworks that enhance the decision-making capabilities of the team. + Change Management: Can lead and model exceptional change management at all levels of the organization, can develop and implement change management strategies, and can coach others to improve their change management skills. + Relationship Building: Can lead strategic collaborations, inspire others to build relationships, and foster a culture of teamwork and mutual respect. + Team Development: Can inspire a culture of teamwork across the organization, fostering cooperation, communication, and mutual respect among all staff members.

Skill Level Requirements

+ The ability to effectively communicate and sell complex technical products or services by understanding customer needs, articulating the value proposition, and providing technical expertise to support the sales process. - Expert + Ability to oversee and direct technology service projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied. - Expert + Ability to cultivate and maintain effective relationships with business partners, ensuring collaborative success and strategic alignment. - Expert + Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes. - Expert + The ability to effectively manage and evaluate the performance of oneself, individuals, and teams to achieve organizational goals. - Expert + The ability to strategically develop, retain, and optimize employee skills and leadership potential within an organization, ensuring a high-performing workforce aligned with business goals. - Expert

Other Requirements

Experience:

• 10+ years of executive leadership experience in Customer Success and Project Management, with a focus on building and scaling teams in a high-growth environment.
• Proven expertise in designing and implementing Customer Success programs that drive measurable client outcomes.
• Extensive experience in project management, with a strong command of methodologies such as Agile, Scrum, or PMP certification (preferred).
• Demonstrated success in managing complex client escalations and maintaining high client satisfaction at scale.

Skills:

• Exceptional leadership and team-building skills, with a track record of mentoring and developing top talent.
• Outstanding public speaking and presentation skills, with the ability to engage diverse audiences, from clients to industry leaders.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Excellent interpersonal and communication skills, with the ability to build trust and influence at all levels.

Education:

• Bachelor's degree in Business, Management, or a related field; MBA or advanced degree preferred.

Additional Requirements:

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Willingness to travel as needed for client engagements and industry events.

The estimated annual pay range for this position is $275,000 - $325,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status