Vice President - Customer Success

About us: As the VP of Customer Success, you will be responsible for creating, managing and executing the end-to-end customer experience strategy of the organization. Job Responsibilities Strategic Leadership: Develop and implement a comprehensive customer success and customer experience strategy aligned with the company's goals and objectives. Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey Define key performance indicators (KPIs) for customer success and monitor performance against these metrics. Team Management: Lead, mentor, and manage the customer success team, ensuring they are motivated and equipped with the necessary skills and knowledge. Lead the development of customer success programs, including onboarding, training and ongoing support. Customer Relationship Management: Build strong relationships with key customers (tenants and owners), acting as an escalation point for any issues or concerns. Enabling a two-way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customercentric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy. Feedback and Improvement: Establish feedback loops to gather customer insights and use this information to drive product and service enhancements. Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience journey. Reporting and Analysis Leveraging technology, CRM software and related tools to optimize customer success operations, automate outreach, increase operational efficiency and reduce costs. Prepare regular reports on customer success metrics and share insights with the relevant stakeholders. Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience. Job Requirements Minimum of 10 years of experience in customer-facing organizations, with at least 5 years in a leadership role Experience in Hospitality or Hotel industry is highly preferred, with a strong focus on delivering exceptional customer experiences Knowledge of Customer Relationship Management software/systems and account management Ability to visualize end-user experience and then work backwards to plan, strategize and execute customer experience efforts to deliver great experiences. Exceptional leadership skills, with the ability to inspire and motivate a team to deliver exceptional performance. Excellent communication and relationship-building skills, with the ability to engage with customers at all levels. Strong strategic thinking and problem-solving skills, with the ability to develop and implement effective customer success strategies. Bachelor's degree in Business, Marketing, or a related field.