SVP, Customer Experience Leadership

4 weeks ago


London, Greater London, United Kingdom Sitecore Full time

About Us:

As a leader in the digital experience platform industry, Sitecore empowers brands to deliver lifelong relationships with their customers. Our mission is to elevate leading brands through unforgettable connections. With a diverse team of passionate individuals across four continents and over 25 countries, we drive innovation and collaboration to provide more engaging, personalized experiences for millions of customers every day.

About the Role:

This is a global leadership position covering Professional Services, Customer Success, and Learning teams. The role will oversee the global professional services team, consisting of Client Managers, Technical Account Managers, Solution Architects, and Developers, as well as the Customer Success team, including CSMs, and the Learning team. The position requires a trusted advisor and services executive for key customers, solution partners, employees, and Sitecore executives.

Key Responsibilities:

  1. Partner with regional Presidents to evolve and manage the Global Services function and deliver annual Services revenue targets.
  2. Collaborate with Services Sales to drive bookings, billings, revenue, and margin.
  3. Drive successful customer outcomes and strong customer ROI, including increasing product adoption, expansion, advocacy, and renewal rates.
  4. Collaborate with direct reports to define frameworks and engagement models for customer success, team staffing, margins, utilization, and overall customer engagement.
  5. Partner with Product Support and Cloud Services to maximize effectiveness in service to customers.
  6. Partner with the Learning team to ensure customer and partner adoption.
  7. Celebrate customer success through advocacy and cross-customer interactions.

Requirements:

  • Experience in enterprise software or Software-as-a-Service (SaaS).
  • Experience in leading large professional services teams for technical products.
  • Experience in implementing and driving usage, adoption, and renewals.
  • Mid-market/enterprise customer experience with effective communication with customers and partners at the executive level.
  • Proven success in a highly matrixed organization with strong relationships across the organization.
  • Strong commercial awareness and acumen to ensure delivery of Services targets.

Desirable Skills:

  • Experience with web content management (WCM), ecommerce, CRM, and marketing technology solutions.
  • Global experience.
  • Customer success leadership and customer learning exposure.
  • Experience with Sitecore products.
  • Cross-organization collaboration and communication skills.
  • Managing or being involved with customer success and learning functions.


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