VP Client Management

2 days ago

London, United Kingdom Brandwatch Full time

The VP, Customer Onboarding & Digital Experience will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey. The focus will be on building and enhancing the capabilities of the onboarding process, self-service resources, and community platforms, while ensuring alignment with overall go-to-market (GTM) motions. The VP will lead and optimize a team that ensures effective customer ticket management, performance monitoring, and drive engagement through digital-first hubs and communities. The ideal candidate will have a passion for customer success and a track record of enhancing operational efficiency, all while contributing to the company's long-term growth strategy.
Director of Customer Support in managing L1-L3 incident management and customer ticket response in accordance with SLAs. Drive the ownership and optimization of support tools like Zendesk to ensure efficient and high-quality support operations.
• Improve processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle.
• Digital Customer Success: Manage the Manager of Digital Customer Success, focusing on optimizing the engagement of a digital-first customer segment. Ensure effective management to 1:X00 CSM to customer ratios and enhance self-service capabilities within digital interfaces to streamline traditional CSM workflows.
• Customer Academy & Community: Supervise the Manager of Academy and Community to build and enhance self-serve resources, including the Customer Education Hub and User Community Hub. Support customer deflection from support teams by driving community engagement and reducing ticket count through education and peer-driven resources.
• Strategic Leadership: Collaborate with cross-functional teams such as Customer Success, Product, Sales, and Marketing to ensure the onboarding and enablement strategy aligns with overall GTM motions and drives growth across the customer lifecycle.
• Technology & Tools: Oversee the implementation and optimization of customer support technologies like Zendesk to improve operational efficiency, drive automation, and enhance the customer experience.
• Metrics & Performance: Create, track, and manage to key performance indicators (KPIs) related to customer onboarding, success, and support.

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Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments.
• Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk.
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