Deliver Contract-to-Cash Leadership from Strategic Oversight to the Fine Details, and Team Management to Personally Engaging Customers

You're a proven leader and manager with knowledge of SaaS technology and a deep understanding of retail franchise automotive service operations. You have strong influencing and consultation skills combined with a knack for building value-based relationships that result in engaged and satisfied customers. If that describes you, the role of Vice President of Customer Engagement offers you some compelling opportunities. You will:

• Make your mark in a critical role, central to growing and retaining our customer base. You'll be the head of delivery and increase the foundation of satisfied customers who leverage our SaaS solutions to drive their own success.
• Own the complete post-sale process from contract to cash, ensuring success through direct customer interaction and by leading an outstanding team of field trainers, performance managers and support personnel.
• Enjoy the stability and resources of an established and growing organization with a dynamic and innovative culture that is built on challenging the status quo. If you have a continuous improvement mindset and strategic vision, along with keen attention to detail, you'll thrive in our entrepreneurial environment.
• Work remotely from your home office. As long as you live close to a major airport and can travel throughout the U.S. and Canada up to 50% of the time, you can live anywhere in the U.S.  Quick question for you - click here
• Earn highly competitive compensation + bonus + RSUs, along with a strong benefits package including insurances, a 401(k) plan, generous PTO, and more. We attract top talent and believe in paying them for that talent.

While we can't reveal our company name until you have been fully qualified, we are an established and growing company providing innovative SaaS products to the automotive industry. 

To be a good fit for the Vice President of Customer Engagement, you will have:

• A progressive leadership career including a track record of success engaging customers in the retail automotive space Quick question for you - click here
• Proven ability to manage teams and team members
• Strong technical aptitude and experience with SaaS or similar software solutions  Quick question for you - click here
• Strong executive-level experience with customer engagement, onboarding / training, operations, and customer service
• Ability to:
  • Establish, monitor and manage to performance metrics
  • Develop and implement processes and procedures
  • Coach and develop a service and provisioning team
  • Execute training programs that enhance customer engagement and satisfaction
• Solid computer skills including MS Office products, particularly Word, Excel and PowerPoint; strong CRM experience, Salesforce highly preferred
• Excellent interpersonal and communication skills with an accessible, down-to-earth approach and the ability to establish yourself as a trusted consultant
• Outstanding organization skills with a strong detail orientation and a continuous improvement mindset

As Vice President of Customer Engagement, you will oversee a multi-functional service team of 25+ direct reports responsible for supporting retail automotive service providers from onboarding (post-contract) through product deployment and maintenance. The team supports multiple SaaS products with varying levels of complexity by delivering provisioning services, providing online and field training, ongoing support and performance management. The team also trains the internal Sales team on new products. In addition to managing and developing a high-performance team, you will serve as a touch point for clients by visiting and engaging them, providing group training and presentations and building consultative, value-based relationships.  Quick question for you - click here

Professional growth
While you'll come in at the executive level and fill a key position, there's still room to grow. We have an aggressive growth strategy and ambition and you can continue to grow along with us. 

Innovative, game-changing products
From our original SaaS offering to a portfolio of cutting-edge products, we have consistently developed and delivered solutions that help our automotive customers meet performance goals and objectives for their retail service customers (e.g. outstanding customer experience, cost reduction, customer loyalty, improved communications, etc.). Our products are award-winning and our reputation for customer service is strong, but there's still plenty of room for improvement. A skilled leader can make a good thing even better and help drive future wins. 

High-performance culture
We've worked to create a culture of smart, talented and engaging people who take ownership of their responsibilities and deliver best-in-class service. We maintain a flat, open-door culture that discourages hierarchy and encourages transparency and communication. We value innovative ideas and promote an atmosphere where everyone is expected to make contributions and encouraged to stretch and develop their skills.

Outstanding growth + abundant opportunities
Year-over-year, we've experienced strong growth in size and reputation but there are still many untapped opportunities that can be influenced the service and support you and your team will provide.  

This is a role requiring an exceptional leader who can steer the service organization while meeting and exceeding KPIs such as reducing the length of the contract-to-cash deployment cycle, reducing churn, increasing customer satisfaction, etc. There are a lot of moving parts, so while you'll need to keep your eye on high-level strategy and reporting, when processes break, they break at the field level. Attention to the fine details will be equally critical. Essential to our growth strategy will be your ability to ensure that the people, processes and relationships are in place to ensure an outstanding customer experience, wide use of our products and reduced churn.

In addition, to thrive and excel in our organization, you will bring:

• A clear and open leadership and communication style
• A strong process orientation and eye for details
• The ability to influence and motivate people across functional lines and gain consensus
• Willingness to take calculated risks and break the rules now and then
• A problem-solving approach that combines analytical thought and creativity with a knack for improvements
• A strong vision and proactive approach
• The drive to continue evolving and growing professionally