Sales

Senior Vice President, Customer Success - Litmos

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

 

Senior Vice President, Customer Success

 

Company Description

This position will be hired into SAP Litmos, which will become an independent company under Francisco Partners in December 2022.  

 

SAP Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, SAP Litmos offers the world's easiest-to-use LMS (Learning Management System) - SAP Litmos Training–and a comprehensive course library–SAP Litmos Training Content. Thousands of companies trust the solutions to centralize and deliver transformative training to employees, customers, and partners. The solutions are used by more than 24 million people in 150 countries, across 35 languages. Find more information at www.litmos.com. 

 

Job Description

The SVP of Customer Success for Litmos will be responsible for leading our Global Customer Success, Customer Support, and Services organizations to deliver an exceptional customer service and profitable revenue growth.  You will be responsible for developing and overseeing the vision, direction, quality and output of the Customer Success, Customer Support and Services teams, reporting directly to the CEO.  You will play a key role in driving a customer first engagement model that covers our post-sales activities from onboarding, go-live, customer success to customer support and implementing strategies to drive a scalable customer engagement model.  You and your team will be tasked with delivering high levels of customer satisfaction, adoption of the Litmos portfolio and over 100% net retention.


Key Responsibilities:

 

Customer Success:

  • Lead an expanding team of 10+ Global Customer Success Managers
  • Define a Success Program strategy aimed at maximized customer experience & solution value, coverage scalability and improved customer interaction across a large number of smaller customers and a growing number of larger customers.
  • Drive the data driven strategy and alignment of higher-touch and scale customer success across the business to deliver a best-in-class customer experience while enabling profitable revenue growth
  • Focus on customer intimacy and value realization - deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
  • Evaluate and adjust organizational goals on a quarterly basis to ensure they are in line with business objectives
  • Define & optimize the customer lifecycle through journey mapping & customer segmentation strategies 
  • Maintain & measure departmental KPIs to garner actionable insights that will drive strategies around increasing net retention rates, and reducing churn
  • Partner closely with our Sales, Engineering and Support teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base
  • Leverage Success technology solutions to improve efficiency and automation and maximized scalability across the growing customer base

 

Customer Support:  

  • Lead a team of 40+ Global Technical Support Engineers and Managers
  • Identify, manage, track and report on all Support metrics, creating a data-driven team focused on delivering the best customer experience while identifying opportunities to build scalable processes and drive high NPS scores
  • Integrate all support channels to create a seamless customer experience
  • Build strong relationships with Litmos Engineering, Customer Success and Sales and intervene in critical customer situations as needed
  • Drive to effective resolution assigned client escalations including post-mortem root cause analysis and recommendations/implementations to ensure long-term remediation of issues.
  • Work closely with Product Management, Engineering and Customer Success and Engineering to provide feedback from customers on product quality, features and influencing design for supportability

 

Services:

  • Lead and manage the Litmos Services team with responsibility for customer satisfaction, delivery quality, and time-to-value
  • Create and help market services packages and solution offerings
  • Provide platform, integration and technology support during customer sales cycles as needed.  Deliver packaged services engagements for customers as needed. 
  • Work with the Engineering team to develop new integrations to third party offerings as needed. 
  • Provide enablement to Litmos partners as needed to ensure they deliver high quality engagements with customers.
  • Manage geographically dispersed teams of FTEs and On-Demand talent
  • Implement an appropriate system of metrics, tools, and processes to drive productivity and scale across the organization

 

Qualifications

 

Requirements:

  • 10+ years of experience in Customer Success, Support, Services in a technology product company
  • Experience in an executive-level Customer Success or Support role overseeing a large multi-site organization, supporting enterprise software solutions; experience supporting customer’s software solutions deployed  in the cloud
  • Bachelor’s degree, preferably with a technical major (Engineering, Physics, Mathematics, Computer Science), Master’s degree preferred
  • Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve customer experience
  • Extensive experience building a fast-paced SaaS-based customer experience organization, with demonstrated results in driving scale, high levels of customer satisfaction and customer retention.. Ideally with enterprise-focused, complex, and business critical software
  • Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success
  • Data driven approach and deep experience leveraging business analytics to manage the business.
  • Demonstrated success in building and empowering high performing teams with a passion for coaching and developing others
  • Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business/.
  • Strong understanding of project management & implementation within a global services environment.  Prior experience working with consulting partners in a SaaS environment highly desirable.
  • Ability to effectively manage multiple projects and initiatives simultaneously as well as effectively collaborate across teams and to work in a diverse, fast paced environment
  • Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences as well as delivering presentations before large audiences
  • Strong bias toward thoughtful action to drive high performance results

 

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 355147  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Executive  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

Requisition ID:  355147
Posted Date:  Sep 7, 2022
Work Area:  Sales
Career Status:  Executive
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Bellevue, WA, US, 98004

Job alert


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: ERP, Executive, VP, Cloud, Technology, Management, Customer Service