VP, Customer Success
United States - NY, New York
The Vice President of Customer Success is responsible for growing and maintaining a team of individuals driving the ongoing attainment of outcomes, technology adoption, and satisfaction for customers. You will be the main point of interaction across the organization, and will set and report on the outward facing goals, objectives, and responsibilities of this team. You are the internal champion coordinating the approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, managing internal CX tools, and creating an inspiring team environment.
- Set Strategic direction of the Customer Success organization
- Manage a Leadership Team responsible for multiple customer segments and operations
- Manage tools and processes and any external venders related to those activities
- Establish tracking, reporting and ROI metrics for Customer Success within the firm
- Report on achievement of goals to the Senior Leadership Team
- Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
- Set and manage the VoC approach, including Customer and Product Satisfaction, and provide reporting structure to Senior Leadership
- Monitor team performance on key metrics and e
Bachelor’s Degree from an accredited university or college in business discipline
At least 15 years of experience in software or high tech marketing, commercial operations, sales, or service
At least 15 years of experience in a direct customer facing role
Ability and willingness to travel up to 30%
At least 7 years of experience managing direct reports
MBA or similar a plus
Strong experience and demonstrated success leading high-performing customer success teams
General urgency in execution and tendency toward speed with ability to adapt and change
Experience managing deep customer relationships (e.g. strategic account management or customer service)
Life Sciences experience preferred
Equal Employment OpportunityIn order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Covid StatementOur Company requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for a medical, religious or state-required accommodation or otherwise exempt consistent with applicable law. Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship due to customer requirements, staffing needs, or other business reasons. Definition of full-vaccination: Employees are considered to be fully vaccinated two weeks after their second dose in a 2-dose series or two weeks after a single-dose vaccine.