Vice President, Customer Success

Job Title: Vice President, Customer Success
Location: Boston, MA (with oversight of offices in Dallas, TX, and Toronto, Canada)
Base Office: Boston, MA

Job Summary:
The Vice President, Customer Success is a pivotal leadership role at ABCorp, serving as the senior point of contact for day-to-day management of customer success activities. This role is crucial in driving ABCorp's mission to lead in manufacturing services integrating FinTech, Security, and Omnichannel Content, ensuring exceptional service and successful outcomes for our clients.

Duties & Responsibilities:

• Partner with Sales and Operations to align goals, processes, and procedures to maximize client relationships and enhance ABCorp's market presence.
• Oversee the effectiveness of the Customer Success team, ensuring the development and application of systems to monitor and control department activities.
• Maintain and develop strategic relationships with major accounts, enhancing long-term and productive partnerships.
• Act as a change agent, driving customer success strategies and initiatives across the company.
• Address client inquiries and issues promptly, ensuring high-quality and consistent client communications.
• Lead critical client negotiations for service contracts and manage fiscal health of accounts to support overall revenue growth.
• Communicate departmental developments and trends to executive management, impacting strategic decisions.
• Foster a culture of empowerment within the Customer Success team, aligning with ABCorp's goals and objectives.
• Develop policies, plans, and goals for the Customer Success department that support and enhance corporate objectives.
• Direct sales strategy concerning account allocation, territory management, and expense authorization.
• Establish and maintain customer service metrics to monitor performance.
• Forge strong collaborative relationships with Product, Operations, Finance, and Logistics departments to ensure seamless integration and efficiency across all stages of the customer journey.
• Ensure compliance with ABCorp’s quality and service standards.

Qualifications/Skills:

• Bachelor’s Degree or equivalent professional experience.
• 5+ years of experience in leadership roles within Customer Success, preferably in a high-volume, fast-paced environment related to manufacturing, FinTech, or print services.
• Proven track record of managing operational customer success teams effectively.
• Excellent communication, negotiation, and strategic relationship-building skills.
• Demonstrated leadership capabilities with a focus on motivating and supervising teams.
• Ability to resolve complex client issues effectively and innovatively.
• Knowledge of integrated systems and processes beneficial to manufacturing and service delivery, including experience with JIRA and an ERP system such as Visual or SAP.
• Highly organized with the ability to manage multiple priorities.
• Self-driven and proactive, with a strong commitment to driving customer success and company growth.

About ABCorp:
At ABCorp, we are dedicated to reshaping the landscape of manufacturing services by integrating innovative solutions in FinTech, Security, and Omnichannel Content. Our mission is not only to lead in our industry but to set the standard for customer engagement and success through transformative solutions and relentless commitment to excellence.