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VP, Enterprise Customer Experience

cultureamp · 30+ days ago

San Francisco

$275k+

Full-time

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Join us on our mission to make a better world of work.

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

About the Role: The Opportunity at Culture Amp

Our Customer Experience team is critical to our success and mission. As the Vice President, Enterprise, you will be responsible for ensuring Gross Revenue Retention (GRR) and Customer Satisfaction of our Global Enterprise customers. You are a strategic and visionary leader with a proven track record managing multi-disciplinary Enterprise customer teams and influencing cross-functional teams, including Product and Marketing, to foster a customer-centric mindset throughout the company. You will ideate and support the structure, processes, and activities to drive change for our Enterprise Customer Experience leaders who oversee teams that engage, support and serve our customers.

This position will be based in our San Francisco office. Ability to work on-site 1-2 times per week is required. Applications received from non-commutable locations will not be considered.

Responsibilities:

Strategic Leadership:

Align Enterprise customer initiatives with the overall business strategy and revenue goals.
Collaborate with executive leadership to influence company-wide strategies and goals, ensuring a unified approach to the Enterprise customer experience.
Develop and execute comprehensive strategies for customer activation, adoption, and renewal to maximize GRR.
Influence internal stakeholders by promoting a customer-centric mindset throughout the company, driving cultural change and alignment.

Professional Services, People Science:

Strategic service expansion to meet the evolving needs of Enterprise customers
Identify opportunities for expanding People Science offerings to drive additional value for Enterprise customers. Partner with People Science practices for thought leadership.
Develop new services or enhance existing ones based on customer needs and market demands.
Establish key performance indicators (KPIs) to measure the success of professional services delivery.

Cross-Functional Influence:

Work closely with Product and Marketing teams to ensure customer needs and feedback are integrated into product development and marketing strategies.
Advocate for customer-centric initiatives across the organization, driving alignment and collaboration among different departments.
Champion the voice of the customer in strategic discussions, ensuring customer priorities are reflected in company decisions.

Team Leadership & Development:

Manage and lead regional heads, ensuring they have the tools and support needed to lead their teams effectively.
Foster a high-performance culture focused on strategic thinking and continuous improvement.
Develop training programs and career development pathways for Implementation Managers, CSMs, Renewal Managers, and Professional Services teams.

Customer Lifecycle

Ensure seamless transitions from sales to implementation, focusing on delivering value quickly through strategic planning and execution.
Develop initiatives to enhance product adoption and customer engagement, leveraging cross-functional teams and resources.
Foster long-term relationships with key Enterprise accounts to drive loyalty and advocacy through strategic engagement.
Implement data-driven approaches to predict churn and implement preventative measures, coordinating with cross-functional teams.

You Have:

10+ years of experience as a multi-disciplinary leader overseeing Customer success, Account management, Professional services or related roles within the SaaS industry.
Proven experience managing and scaling customer teams for Enterprise customers.
Strong understanding of SaaS business models and Enterprise customer dynamics.
Excellent leadership, communication, and interpersonal skills.

You are:

Empathetic to Customers and able to actively engage, demonstrating understanding of their expressed needs and feelings, and responds empathetically.
A product and customer expert who understands industry trends, competitor offerings, and basic market dynamics, using this knowledge to provide informed guidance to customers.
An effective problem-solver and skilled at conflict resolution internally and externally.
A data-driven storyteller who is curious about the impact of customer data origins through human and mechanical means.

We already have over 1,000 amazing Campers and we want to continue to attract exceptional people who are motivated by our mission. Our approach to compensation aligns with this value. We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.

For this role, the estimated base salary range is listed below. The range is a guideline, and the base salary range for this role may be modified. The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process.

In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

US Salary Range

$275,000—$300,000 USD

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
Extended year-end breaks: An extended refresh period at the end of year
Excellent parental leave and in work support program available from day 1 of joining Culture Amp
5 Social Impact Days a year to make a positive impact on the community outside of work
MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

•

Last updated on Aug 22, 2024

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