The Vice President, Workforce Customer Success, will be responsible for ensuring the overall success of customers using our suite of Workforce products. This role will focus on strategic leadership and reporting for the onboarding, support, adoption, professional services, and Payroll Operations teams. This role is crucial for driving long-term retention and growth of our Workforce strategy. The emphasis will be on weekly reporting and strategic alignment with Sales, Product, and Dev leaders, as well as collaboration with several members of our Executive team, including the CEO. This role will report to the SVP of Customer Success
How you'll add value:
- Provide weekly reports to the Workforce Stakeholder team, including the CEO, on Workforce KPIs and the progress of quarterly initiatives.
- Identify new opportunities and future initiatives across the entire Workforce Customer Success program.
- Motivate and lead the team to achieve quarterly company objectives, enhancing gross retention and operational efficiency within Workforce Products.
- Mentor and elevate leaders within the growing team to support the rapidly expanding business.
- Create, monitor, and refine team KPIs.
- Manage clients at risk and serve as an escalation point, mitigating client frustrations before they reach the executive team.
- Identify potential project pitfalls and spearhead resolutions for escalations.
- Track metrics, project details, and deadlines through various platforms, including Monday.com, Freshdesk, and Salesforce.
- Conduct one-on-ones with managers and utilize all current tools to ensure their success in their roles.
- Contribute to a positive, fun, and innovative culture.
- Maintain and strengthen cross-departmental alignment with Product, Dev, Finance, Sales, and Marketing.
- Optimize and measure the entire post-sales Customer Journey lifecycle.
- Travel and present on behalf of Customer Success for prospective clients and conferences when needed.
- Manage customer programs and outreach initiatives.
- Perform other duties as assigned.
- Other duties as assigned.
What you'll need to be successful in this role:
- A proven track record leading a CS organization in the software industry and exceeding targets for 5+ years.
- Demonstrates a deep industry knowledge and passion for Payroll / Workforce
- 7-10 years’ experience with supporting and maintaining customers in a SAAS platform specifically for Payroll.
- Ability to understand and articulate technical concepts and derive solutions.
- Strong organization and time-management skills.
- The ability to work independently without supervision
- Very organized, detail oriented, and analytical
- Positive, collaborative, and flexible working style
- Ability to teach and coach effectively
- Ability to travel up to 10%
R365 Team Member Benefits & Compensation
- This position has a salary range of $160K-$220K. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Colombia only
India only