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Vice President of Customer Success

Kinetic Cafe

Location: Toronto or Montreal

Role: VP of Customer Success

Reporting to the President and & working closely with Kinetic’s Executive Team - the VP of Customer Success will support the delivery of the best possible experience for Kinetic’s Clients - by creating, managing and monitoring key initiatives with Executive Stakeholders, IT/Operations Groups and In-Store Managers/Associates.

The VP of Customer Success will be both an advocate for Kinetic and its technologies, while also being a fundamental advocate for our Clients - providing essential performance and market feedback to help our Client’s achieve great results using Kinetic’s technology.

 

The successful candidate will spend time on site on a scheduled basis with our Key Accounts (80%), while also providing a component of Business Development Support & Networking (20%).

 

Responsibilities:

  • Contribute to a company-wide culture of Customer Success
  • Work with Customers to ensure our business is continuously aligning to their priorities and direction; deliver business impact and innovation by truly understanding customers’ key business issues and opportunities
  • Support marketing and communications with Key Accounts.
  • Identify platform expansion opportunities with existing clients, with a retention focus
  • Support Product Team around driving product roadmap, based on Client Feedback
  • Develop structured, consistent information sharing with Key Accounts (e.g., usage, satisfaction, outcomes, trends, technologies used, areas of improvements etc.)
  • Support Pilot and Roll Out programs in-market and in-store engagement with Key Accounts
  • Develop and Support ongoing Training Programs for Store-Level Associates
  • Drive new business growth through greater advocacy and reference-ability
  • Identify and support opportunities for local market customer referrals and support Business Development in local engagement with prospective New Clients.

 

Requirements:

  • Thrives in a dynamic work environment by being able to prioritize and help the team to effectively manage a large number of important activities and initiatives
  • 5+ years’ experience in leading customer-facing organizations and IT operations - supporting and selling technology solutions to Enterprise Retailers.
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Track record of delivering customer-focused engagement processes
  • Track record of strong judgment, linking decisions to metrics and data
  • Strong presentation skills, excellent communication skills
  • Exceptional organization and multitasking skills
  • Track record of analyzing results and driving key initiatives and activities to influence outcomes
  • Team player who can build trust and operate in a collaborative and transparent manner
  • Ability to read and understand key financial statements and financial data
  • Bilingual (French/English) is an asset

 

 

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