Vp, Head Of Client Experience

Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other. 

This is a remote position.

Job Summary: As Nuvolo's VP, Head of Client Experience, you will lead Nuvolo’s Global Client Experience organization. This function includes Customer Success, Customer Success Engineering, Professional Services, Enablement, Alliances / Partner Ecosystem and Client Experience Operations. You will be responsible for growing and maintaining a team of individuals driving the ongoing attainment of retention, growth, product adoption, and satisfaction/delight 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, implementing best practices, developing measurable KPS, enabling effective account coverage, managing internal CX tools, and creating an inspiring team environment.

Key Responsibilities:

• Build on the vision and strategic plan for the Client Experience organization with a specific focus on customer retention and account growth.

• Work closely with senior leadership across the organization to continuously refine the Client Experience strategy, narrative, positioning and messaging while developing a deep understanding of our customers needs and unique opportunity to lead the market from a Client Experience and customer journey perspective.

• Handle high-level strategy for team structure and growth plans, collaborate with sales on delivering positive outcomes for our customers, partner with customers on goals and KPIs and share Nuvolo’s ROI, and identify additional customer opportunities.

• Serve as the voice of the customer by surfacing key trends and insights back to our product, engineering and leadership teams.

• Develop and deepen relationships with key stakeholders within our largest customers driving long term customer retention.

• Act as a final escalation point for resolving difficult customer, sales, and/or technical and product issues.

• Develop and implement bold new ideas that will help set and achieve team and company-wide goals, moving us forward.

• Apply analytical rigor to our Client Experience discipline using data to inform the right initiatives and tactics to pursue.

• Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer outcomes.

Qualifications:  

• 10+ years’ experience in a Customer Experience Leadership position, handling highly complex issues; strong leader with a track record of building and growing high performing teams.
• Outstanding communication skills at the C-Level: Both Written and Verbal Communications.
• Deep experience leading and responding to complex critical incidents.
• You have demonstrated the ability to manage multiple initiatives at one time.
• Technical knowledge of complex systems and organizations.
• Previous experience directing and maximizing the benefits of collaborating with global teams.
• Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement.
• You are a strong collaborator, communicator and work well cross-functionally.
• You have strong organizational skills and pursue measuring the impact of you and your team’s performance.

Base Pay Range:  $225,00 - $280,000.  Total compensation for this role will include an incentive plan.

Disclaimer:  This base pay range is based on US national averages.  Actual base pay could be a result of experience, education, merit, market requirements and geographic location where the work is performed.

Be part of an inspiring team using innovation and the cloud to change how business is done and where you are valued as both an individual and employee. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.

Nuvolo has a passion for excellence and we are looking for talented individuals who share that same passion to join our team!