VP, Client Experience

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the end-to-end client experience at SmartSimple, encompassing Professional Services, Support, and Client Success.

• Drive the quality, methodology, and outcomes of SmartSimple's Professional Services delivery.

• Provide direct coaching to the leader of Professional Services.

• Oversee SmartSimple's partner capacity model in collaboration with ReSolved and Grantbook.

• Manage pricing strategies and the packaging of new services for SmartSimple.

• Spearhead the transition to a consultative delivery approach, implementing a client-focused methodology that includes phased prework and review checkpoints.

• Collaborate with Sales on large enterprise opportunities, defining scope, assessing risk, and establishing delivery commitments prior to contract signing.

• Innovate the implementation model by leveraging AI-assisted and low-code development tools.

• Integrate Professional Services, Support, and Client Success into a seamless SmartSimple client journey.

• Design and refine SmartSimple's support model, focusing on structure, staffing, and escalation processes.

• Develop and lead the Client Success function at SmartSimple.

• Mentor functional leaders across Professional Services, Support, and Client Success.

⛳️ Requirements

• Over 10 years of experience managing enterprise-level Professional Services and Support functions under a unified leadership structure.

• Strong experience in Client Success leadership is highly desirable.

• Proven history of constructing or revitalizing consultative delivery models for a technical, platform-based product.

• Experience collaborating with Sales on large, intricate enterprise contracts, including scoping and establishing delivery commitments before signing.

• Expertise in managing complex partner or channel relationships, involving capacity planning and negotiation of commercial terms.

• Preferred background in nonprofit/grants technology or similarly complex vertical SaaS.

• Must possess legal eligibility to work in the United States or Canada.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Tuition reimbursement programs.

• Lifestyle reimbursement options.

• Customized mindfulness and fitness initiatives.

• Flexible Paid Time Off (PTO) policy.

• Opportunities for professional and personal development.

• Internal mobility and career advancement prospects.

• Autonomy and accountability in your role.

• Employee recognition programs.

• Workplace accommodations are available upon request.