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VP, Customer Success

Company: Ellucian Inc
Location: Reston
Posted on: July 13, 2018

Job Description:

The VP of Customer Success will be a member of the Ellucian Senior Leadership Team and will be responsible for leading our Global Customer Success Organization through profitable revenue growth and delivery of an exceptional customer experience. This position reports directly to our SVP of Customer Success and will manage a team 40+ globally.

Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. The VP of Customer Success will partner with our customers in enabling their transformation to Cloud/SAAS solutions and ensuring successful adoption of these solutions.

Our Customer Success team is instrumental in consulting with our customers and delivering value add services that provide the quickest path to success.
Ownership and accountability for leading our Global Customer Success team of 40+ CSMs
Provide the vision and direction to implement strategies & processes to deliver a best in class customer experience while enabling profitable revenue growth
Responsible for evangelizing customer advocacy by implementing best practices around customer onboarding, customer success planning, go-live/steady state follow up & support
Maintain & measure departmental KPIs to garner actionable insights that will drive strategies around increasing renewal rates, reducing churn, and enhancing our NPS
Ensure we have the appropriate reporting/analytical framework in place to garner the necessary insights that will drive actionable results
Ensure our customers are properly educated on our product & services by providing the training & resource enablement necessary to ensure that they are continually informed
Partner closely with our Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base
Define & optimize the customer lifecycle through journey mapping & customer segmentation strategies
Provide the Executive Leadership necessary to ensure that we hire, train, and develop our teams - such that they consistently set the highest standard for the experience they give our customers and are personally and professionally fulfilled by their work
Evangelize cross enterprise alignment to enable end to end execution of a successful customer experience
Establish a central operations team to drive consistency & alignment for global best practices in all regions.
Devise rapid deployment strategies for new products and services on the Ellucian Cloud Platform






Company Information
Ellucian is the world's leading provider of software, services and insight to higher education. Ellucian helps the higher education community'students, faculty, and staff'achieve their goals more efficiently, effectively, and with reduced risk. Ellucian's comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian's cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education.

Keywords: Ellucian Inc, Reston, VP, Customer Success, Executive, Reston, Virginia

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