VP of Client Experience

Summary

Join Jenzabar as the Vice President of Client Experience and lead key departments including Learning and Development, Support, Client Success, Sales, and Solutions Consulting. You will manage a team of 3-6 direct reports, focusing on client satisfaction, goal achievement, and company growth. This role demands exceptional leadership, strategic thinking, and a deep understanding of client experience. You will develop and execute strategies for positive client relationships, oversee customer touchpoints, and mentor your team. Collaboration with cross-functional teams and effective communication are crucial. The position requires extensive experience in client-facing roles and a proven track record of success in managing client experience teams within a software/technology company.

Requirements

• 20+ years' experience in leading client-facing roles
• 10+ years of growing management experience
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for clients AND passion for revenue and growth
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including at the C-level
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions
• Highly skilled at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations
• Proven success in the management and direction of Client Experience Teams in a software/technology company
• Higher education experience required

Responsibilities

• Lead Jenzabar’s Learning and Development, Support, Client Success, Sales and Solutions Consulting
• Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth
• Oversee and manage all customer touchpoints, ensuring a consistent and positive experience across all channels
• Lead, motivate, and mentor the departments, fostering a high-performance culture and ensuring individuals exceed client expectations and experience
• Provide reports and updates to the executive and leadership team, offering insights, recommendations, and opportunities to proactively make changes to improve our client relationships
• Collaborate with cross-functional teams, including Product, Project and Development to ensure seamless service delivery, client onboarding, and problem resolution
• Collaborate with Sales, Product Development, etc. on strategic initiatives and client requests, including influencing roadmaps for product enhancements
• Ensure the delivery of exceptional client service across all departments
• Build deep relationships with clients to understand their business objectives and desired outcomes
• Build strategies and is responsible for ensuring that a company's interactions with its customers are positive, fulfilling, and lead to customer loyalty
• Management of all client-facing documentation
• Create company-wide culture of client experience
• Communicate effectively with clients to understand their needs and expectations
• Align with the Executive Team around key metrics and objectives
• Aid in the development of new software and services based on client needs
• Stay updated with industry trends and best practices to ensure the company remains competitive
• Understand competitor products and the market, and the higher education industry while working with the Product Marketing department
• A willingness to travel 25%-50% as needed
• Other duties as assigned

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Sick Days
• Paid Parental Leave
• Paid Holidays
• Short Term Disability
• Long Term Disability
• 401K
• Educational Assistance
• Annual bonus