Job details

VP Customer Success

What's the role?:

We are seeking an experienced leader to continue the evolution of our global Customer Success and Technical Support (CS & TS) business and profitably double the revenue in the next 3 years from approx. €17M today to €35M+.

This senior leadership position reports into the SVP of Global Services & Support and is responsible for the world-class delivery of technical support for all HERE products and services globally, including management of the customer escalation process, as well as growing and further professionalizing the newly formed customer success team. In addition, the team will start to manage renewals for the HERE sales organization from 2024 onwards. The current size of the team is 115 people across 20 countries but this will grow in the coming years.

The global CS & TS leader establishes the vision, strategy, execution and metrics for a world-wide organization, skillfully balancing performance and transformation agendas. The role requires a demonstrated track record in organizational transformation, global leadership, talent management, technical support and customer success.

The role is highly collaborative, working closely with regional sales teams and product & technology leaders. The impact extends well beyond the direct team revenue, generating CS qualified leads and driving the overall customer experience and instilling a customer success culture across the company.

Transformational Leadership:

Orchestrates a transformational change agenda that enables the achievement of the company’s strategic objectives
Transforms technical support to be more proactive, predictive and efficient; creates and scales capabilities and competencies that do not currently exist
Build out and evolves customer success into a high-performance team, maximizing the value customers extract from our technology, driving customer adoption & usage, increasing customer health scores, reducing churn and accelerating business growth through account expansion
Establishes a global renewals management team
Further shifts the function from a cost center to a profit center
Improves our customers’ journey

Continuous Improvement - orchestrates a comprehensive continuous improvement plan:

Use customer satisfaction measurement and feedback loops to improve product quality and influence product roadmaps
Executive reporting and communications interlock

Talent Readiness:

Attracts and retains top tier multi-disciplinary technical resources
Develops the team to include new competencies and skills, including best practice sharing, training and advanced certification

Systems / Tools / Technology:

Standardizes and improves capabilities and technology across TS and CS, building on tools such as Gainsight and Support Logic
Sponsors a culture of innovation through employee engagement – support and service center of excellence for the future
Designs and creates best practice reporting and analytics capabilities

Who are you?:

Requirements

Degree in Computer Science, Software Engineering, or Information Technology, MBA preferred
20 years of work experience with a minimum of 10 years international leadership
Proven track record in selling and delivering Technical Support and Customer Success in a SaaS company (5+ years)
Sales mindset
Excellent verbal presentation skills incl. the ability to simplify complex thoughts and ideas
Ability to communicate a vision in a very compelling fashion and instill a company-wide customer success culture
Proven ability to interface and manage with all levels of an organization
High integrity leadership – sets the example
Lead a global team and the company on a journey to establish a high quality customer experience
Demonstrated ability to deliver business, customer and people results

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

#LI-CC1

Who are we?:

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.