At PDMI, we're on a mission to transform the customer experience landscape, and we're seeking a visionary leader to take our Customer Success team to the next level through building, scaling, leading, mentoring, and developing a high-performing team that drives customer satisfaction, engagement, retention, and growth.
As the Vice President of Customer Success at PDMI, you'll be at the forefront of defining and executing our vision for world-class customer success. You'll collaborate with our Executive Team to align our customer success strategies with our overall business goals and create a roadmap for achieving and sustaining high levels of customer satisfaction and retention.
- Be the Mission, Vision, and Values Champion:
Demonstrate, understand, and apply our workplace mission, vision, and values.
- Visionary Leadership:
Develop and articulate a compelling vision for customer success at PDMI.
- Strategic Alignment: Collaborate with the Executive Team to align customer success strategies with our overall business goals.
- Team Building: Build, mentor, and lead a high-performing Customer Success team.
- Customer-Centric Culture:
Foster a customer-centric culture that prioritizes empathy, collaboration, and innovation.
- Clear Expectations: Define clear roles, responsibilities, and KPIs for the Customer Success team to ensure ongoing development and growth.
- End-to-End Excellence:
Oversee the end-to-end customer journey, ensuring a seamless and exceptional experience from onboarding to renewal.
- Data-Driven Decisions:
Establish a data-driven approach to assess customer health and identify opportunities for improvement.
- Metrics and Reporting:
Implement metrics and reporting systems to track customer success, retention, and growth.
- Product Insights: Utilize data to provide insights for product development and enhancements.
- Proactive Engagement:
Develop and execute strategies for proactive customer engagement, including regular check-ins, surveys, and feedback loops.
- Key Relationships: Foster strong relationships with key customers and serve as an escalation point for customer issues and resolutions.
- Effective Communication:
Ensure effective communication channels cross-functionally.
- Technology Savvy: Evaluate and implement customer success tools and technologies to streamline processes, enhance customer interactions, and drive operational efficiencies.
- Stay Ahead: Stay current with industry trends and emerging technologies to continuously improve the customer success function.
- Hit the Road: Travel for account visits and participation in client activities.
Education & Experience Requirements:
- Bachelor's degree in business, marketing, healthcare, or related field; MBA preferred.
- 8+ years of proven experience in a leadership capacity within customer success.
- Demonstrated success in building, leading, and growing customer success within a rapidly scaling company.
- Proven track record of implementing key performance indicators (KPIs) that drive operational efficiency.
- Ability to transform organizations into top-performing teams focused on client success, with the skills and determination to enact positive change.
- PDMI Passion: Develop a unique understanding of the PDMI brand, products, and services.
- Tech-Savvy: Excellent Microsoft Office skills, including Outlook, Teams, Excel, and Word.
- Change Catalyst: Ability to move fast to drive changes and make an impact.
- Customer Success Expertise:
Deep understanding of customer success best practices, methodologies, and trends.
- Data-Driven Decision Maker:
Strong analytical and data-driven decision-making skills.
- Communication Master:
Excellent communication, leadership, and interpersonal skills.
- Conflict Resolver: Ability to navigate complex customer relationships and resolve issues effectively.
- Innovative Spirit: Passion for innovation and a commitment to delivering exceptional customer experiences.