Vice President - Customer Experience

Vice President Of Customer Experience

As a digital and cybersecurity services company, Stratascale exists to help the Fortune 1000 transform the way they use technology to advance the business, generate revenue, and respond quickly to market demands. To learn more about how we're shaping the future of digital business and a more secure world, visit stratascale.com.

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, Customer Service, Continuous Improvement, Communication, Problem-Solving, Decision-Making, Change Management, Relationship Building, Team Development.

Skill Level Requirements

Expertise in communicating and selling complex technical products or services, overseeing technology service projects, cultivating business partnerships, understanding company dynamics, managing performance, and developing employee skills.

Other Requirements

Experience: 10+ years of executive leadership in Customer Success and Project Management, designing and implementing Customer Success programs, project management expertise, managing client escalations.

Skills: Leadership, team-building, public speaking, analytical and problem-solving abilities, interpersonal and communication skills.

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

Additional Requirements: Ability to thrive in a fast-paced environment, manage multiple priorities, and travel as needed.

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