Vice President of Client Success

Client Success · St. Louis, Missouri
Department Client Success
Employment Type Full-Time
Minimum Experience Executive

Join one of the fastest growing companies in America.  

US Cloud is the only Gartner-recognized Microsoft Enterprise Support alternative.  And we are experiencing explosive sustained growth, doubling in size each of the last three years and making the Inc 5000 list in both 2020 and 2021.  We have immediate openings for serious, high-level Microsoft Engineers to help support our growing list of Fortune 500 clients.

 

About US Cloud: 

Clients like US Bank, Under Armour, Garmin, 24-Hour Fitness, AmeriGas, Cargill, Siemens, and the US FDA depend on US Cloud to keep their critical Microsoft infrastructure running. We provide ultra-responsive, fanatical support from domestic US teams, freeing up our clients to invest in innovation. 

 

To learn more about US Cloud, click here. 

 

Position Summary:

Do you consider yourself an accomplished technical services leader and team builder?  Are you ready to lead a technical Account Management Team with a passion for Microsoft technology along with fanatical client satisfaction and  support?  US Cloud is looking for an intelligent and engaging leader who is passionate about providing fanatical service to customers.  If you thrive on challenges and have a track record of providing world-class client support, then read on.


The Vice President of Client Success is a critical role that requires a technically minded, metrics and process-driven, results-focused individual who has client satisfaction etched in their DNA. The Vice President of Client Success will partner with our Engineering and Sales departments to deliver the highest quality service and value to US Cloud’s clients. The person in this role must have strong leadership skills to manage and mentor a growing workforce of experienced, high performing individuals who are passionate about meeting and exceeding our client’s expectations. With US Cloud’s explosive growth, we need a leader that can solidify the current foundation and prepare the team for rapid growth in 2022.  This position will also act as a final escalation point for resolving difficult client, sales, and/or technical and issues.

 

The ideal candidate will be a supportive and communicative teacher, while finding creative ways to stay engaged and motivate our growing team. This person will handle high-level strategy for team structure and growth plans, collaborate with sales counterparts on delivering positive outcomes for our clients while playing a core role in strengthening client relationships through exemplary service.  The Vice President of Client Success will partner with internal business units to understand customers goals, SLA’s, ROI, and identify trends to provide additional client opportunities. You will also be responsible for building a strategy that enables the Client Success Team to scale support for our growing client base while finding the optimal solution for each client to meet their goals.  This position will also be responsible for building out performance metrics for the team and transitioning the group to a more formalized, KPI-driven organization.

The Vice President of Client Success will report to the President of US Cloud and will work closely with the Leadership Team to manage the growth, development, oversight, and procedural improvement of the Client Success Team.


Responsibilities:

  • Oversee the Client Success Team. Inspire, lead, and develop a team of Client Success representatives dedicated to delivering exemplary service to our employees, clients, and partner ecosystem. Provide coaching, mentoring, career pathing building, and constructive feedback to the Client Success department.
  • Set the overall vision and strategic plan for their Client Success team- build and scale an integrated Client Success organization.
  • Ultimately responsible for customer satisfaction and renewals; develop and deepen relationships with key stakeholders within our client base.
  • Build on initial set of teams and individual KPI’s and drive a metric-centric operation. Develop standardized reports and PowerBI dashboards for the Senior Leadership Team.
  • Standardize processes within the team and work with Engineering counterparts to enhance cross-team procedures and collaboration.
  • Serve as the voice of the client by surfacing key trends and insights back to our Engineering teams.
  • Foster a positive team culture based on psychological safety and purpose to ensure an environment that represents our diverse culture.
  • Promote a fun and zealous environment while meeting SLA’s.
  • Collaborate with the Senior Leadership Team to enhance work policies, processes and procedures.
  • Personally ensure high levels of quality service, client satisfaction, and employee satisfaction.
  • Develop and implement bold new ideas that will help set and achieve team and company-wide goals, propelling US Cloud to continued growth while focusing on increasing renewals of current clients.
  • Develop and manage Client Advocacy Program in conjunction with customer satisfaction.
  • Creatively measure CSAT with written and verbal surveys and reporting from the Account Management Team.
  • Meeting with Client Success Team individually to review metrics and plan roadmaps for individual career growth within US Cloud.
  • Actively encourage ongoing continued education for members of the Client Success Team.


Qualifications:

  • Bachelor’s degree in business or related field; Advanced degrees a plus.
  • 7+ years of experience in customer success or a related field (B2B SaaS customer success, account management, or technical account management (TAM) role supporting enterprise customers), servicing internal and external customers.
  • Strong preference for technical support management experience.
  • 5+ years of management experience.
  • Ability to be flexible in a fast-paced environment with limited direction while balancing competing priorities and managing several time-sensitive projects at once.
  • Excellent interpersonal and people skills; ability to identify, attract and develop talent.
  • Experience with training and developing both individual contributor and manager-level employees.
  • Ability to bring people together to build and execute clear business plans.
  • Curious, proactive, client-centric mindset, demonstrative of a keen interest in acquiring new technical skills, and comfort with technical conversations.
  • Become personally invested in our clients’ success and outcomes.
  • Extraordinary verbal and written communication skills.


What it’s Like to Work at US Cloud:

At US Cloud, we believe that the kind of culture that helps our team members thrive has a direct result on our clients’ satisfaction. So, to be the leading Microsoft support provider, we focus on fostering a happy, healthy place for you to do your best work. We offer the following: 

  

Company Paid Benefits 

  • FREE Medical through our HSA plan
  • Life Insurance of 1x salary 
  • Short Term and Long-Term Disability 
  • Employee Assistance Program 
  • Unlimited PTO – Paid Time Off

 

Additional Benefits Offered 

  • Medical PPO plan 
  • Dental & Vision coverage 
  • Legal Shield (legal & identity theft coverage) 

 

Perks 

  • Cell phone & internet stipends paid monthly 
  • Dog friendly offices 
  • Free Starbucks, soft drinks, and snacks 
  • Employee referral program 
  • Fun company events 
  • Casual dress 

  

We are also getting ready to move into our new home – 50,000 sq.ft. of office space in Des Peres we own and are building out as a state-of-the-art tech services hub and US Cloud HQ.  We are all working from home right now but anticipate being in our new digs early 2022.


US Cloud is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, dietary preferences, gender, sexual orientation, age, fashion sense, marital status, veteran status, disability status, or political leanings.  Come as you are.


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  • Location
    St. Louis, Missouri
  • Department
    Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Executive