Artemis Canada is working with a high growth division of a top-tier Canadian brand looking for a VP of Customer Success. 

 

It’s a 200-person organization in the AdTech/Media space that operates fairly independently from the parent company. They’re on an exciting path with lots of scaling ahead to keep up with the growth they’ve achieved. Over the last few years they’ve transitioned from a content management software company to more of a media/AdTech company where data is at the core.

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How Will I Make An Impact?

 

As the VP, Customer Success, you will have an exciting opportunity to help assess the current state, define what’s next, and move the organization to that future entity. The company is looking to continue to scale their operations to support their existing growth and prepare for what’s to come. 

 

You’ll work cross-functionally to design the best customer success journey across the organization including everything from support, delivery to implementation. The Customer Success organization includes: Technical Support, Customer Success, Technical Account Management, Partner Enablement & Training, and Service Infrastructure. 

 

You’ll have a critical influence on the company and product strategy. The role reports to the SVP Technology & Operations, and you’ll have a seat at the leadership table to influence product direction with your insight into the customer landscape.
 

How Do I Know If This is For Me?

 

• You’re looking for an opportunity to build a team and create a world-class customer experience.
   

• You have a demonstrated track record of proactively spearheading and building improvements and infrastructure inside a customer success driven organization with multiple stakeholders/partners. 
   

• You enjoy identifying and executing on the industry’s best practices for managed service solutions. 

 

Do I Have What It Takes? (Requirements)

 

• You have 10+ years of relevant customer success and client support leadership experience - including leading the strategy + technical execution. 
   

• You have experience managing a 7x24 multilingual help desk and field support (ideally with software, hardware and network support), and can integrate with client-based L1 help desks. 
   

• You have owned partner enablement and support for the delivery of services globally (including break fix, on-site support, RMA process, inventory management & logistics, spare pool management, warranty services management, etc.).
   

• You have been responsible for customer and partner contract negotiations as related to service level offerings and agreements.
   

• You have experience establishing, monitoring and reporting on applicable KPI’s, including real-time customer satisfaction (CSAT, NPS, etc)
   

• You are proficient at budget planning, resource planning, and management.
   

• You have established strong relationships with peer groups to align on operational processes- including internal sales, business development, product management, engineering, marketing, IT, etc. 
   

• You are an advocate for how to best train and enable customers and partners. 
   

• You are an inspirational leader - you love being able to level-up your team and mentor others.
   

• You have a passion for cutting-edge technology and being part of a fast-growing, innovative company.