Simpro Software Looking for VP of Global Customer Success at Auckland, Auckland, New Zealand Full Time

The VP of Global Customer Success is a pivotal leadership role tasked with orchestrating the global customer success team’s efforts to enhance customer retention and facilitate the growth of a diverse portfolio of 8000 global customers.

To be considered, you must be both based and eligible to work legally in Australia, on a full-time basis.

First Things First, What We Can Offer You?

• Delicious daily, free, chef prepared lunch on site
• Fully equipped, free gym on site
• Hybrid work arrangements for South East Queensland and remote for other locations in Australia
• Ground-breaking parental leave entitlements
• Fun team camaraderie and events
• Opportunities for growth and development
• Plus a range of other AMAZING benefits!

Who Are We?

Simpro is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance and project contractors. Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom and the United States. Simpro empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting.

What You’ll Do

• Create a new Customer Success team, bringing together existing teams to focus on one mission focused on Simpro customers.
• Reinvent the Customer Success Group by creating and leading a global customer success team that is focused on retaining and growing the existing customer base.
• Lead a global team to consistent global mission, strategy, and metrics, empowering the team to act locally in the execution.
• Build a team of ‘multipliers’ in each region by building a team of empowered leaders.
• Roll-out customer strategies based on customer segmentation. This includes strategic accounts, growth accounts, and community accounts
• Build a CSM pooled team to give the best service to community accounts to help them get value from the Simpro solution.
• Lead the strategy with systems, tools, and processes to build the best customer experiences.
• Develop and execute a forward-thinking, strategic customer advocacy program that aligns with the company’s overarching goals and long-term vision. Continuously refine and adapt the strategy to drive customer advocacy at scale.
• Formulate a vision and strategy for the Customer Advisory Boards (CABs), define objectives, and outline desired outcomes.
• Develop a roadmap for activities and meetings, meticulously select members, and oversee recruitment.

What You’ll Bring

• Leadership in creating and leading a global customer success team.
• Ability to collaborate with other departments, particularly in the development and execution of customer strategies.
• Expertise in formulating and executing customer success strategies, including segmentation.
• Global team alignment with a consistent mission, strategy, and metrics.
• Knowledge of customer success methodologies and best practices.
• Proficiency in driving customer advocacy at scale, including strategic program development.
• Experience in leading the development and execution of customer strategies.
• Implementation expertise in systems, tools, and processes for optimal customer experiences.
• Visionary skills to formulate strategies for Customer Advisory Boards (CABs) with defined objectives and outcomes.

Core Values Required Of All Simpro Employees

We are seeking someone with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:

• We Are One Team
• We Own It
• We Innovate
• We Understand
• We Care
• We Have Fun

Simpro is an equal opportunity employer with a very supportive team environment. Visit: simprogroup.com/au/company/careers to learn more about us and our values.

• Please note, no agencies will be accepted in the recruitment of this role. We would like to take this opportunity to thank all candidates for their application.