Senior Vice President of Customer Success leading global strategy at a top alumni engagement platform in the financial sector.
About the role
- Customer Success Manager responsible for maintaining client relations and ensuring satisfaction for logistics services at CEVA. Leading service coordination and value generation across customer accounts.
Responsibilities
- Serve as the primary point of contact for assigned accounts, ensuring consistent, high-quality customer service and satisfaction
- Coordinate and direct customer service efforts across all station departments, working closely with managers and supervisors to maintain service standards
- Develop, implement, and maintain standard operating procedures (SOPs) for each client and monitor adherence through regular reporting and reviews
- Build and maintain strong relationships with local management, operational staff, and clients to ensure customer needs are met
- Actively participate in product training sessions and maintain a deep understanding of company products, services, and operations
- Provide expert oversight on multiple customer accounts, including resource planning, staffing, and support for new projects and long-term customer care
- Build strategic relationships with key contacts within customer organizations to understand opportunities for creating value
- Capitalize on value creation opportunities by working closely with the sales and operations management team to develop creative workable solutions to meet customer needs
- In consultation with senior sales staff, develop business strategies that are consistent with the national vertical market to maximize margins and increase revenue growth
- Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges and future plans
- Support BD and IT Pre-Sales teams in delivering world-class solutions in a timely and cost-effective manner
- Lead strategic and operational planning for assigned customers, including analysis, budgeting, and development of customer strategies
- Create and present to management reports concerning market planning and analysis, service offerings and the changing business environment
- Facilitate requirements gathering and align technology initiatives with customer objectives
- Oversee project pipeline and capital IT project portfolio, including preparation of proposals, cases, and initiation documents
- Assist in developing annual operating and capital IT budgets for customers
- Conduct ROI analysis for proposed solutions and provide guidance on prioritizing technology needs
- Manage technology governance activities, including project approval, tracking, budgeting, and roadmap prioritization
- Ensure service level alignment and assist in problem resolution, root cause analysis, and change implementation
- Stay current on emerging technologies and industry innovations through continuous learning and professional engagement
- Perform other duties as assigned.
Requirements
- Minimum five years related experience
- Minimum three years supervisory or management experience
- Preferred: Bachelor’s degree in business, Marketing or a related field of study preferred or an equivalent combination of work experience and education
- Minimum four years industry experience
- Excellent written and verbal communication skills; ability to interact effectively across diverse teams and with customers
- Strong analytical and problem-solving skills; ability to develop solutions for complex issues
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to write reports, business correspondence, and procedure manuals
- Demonstrated leadership and change management experience
- Proven ability to plan, organize, and manage multiple projects and priorities
- Proficiency in Microsoft Office and web-based applications
- Financial management experience, including budgeting and expense monitoring
- Knowledge of company products, services, and IT/business process interdependencies
- Experience implementing IT solutions and managing high-profile customer relationships
- Strong influencing and negotiation skills to gain stakeholder commitment.
Benefits
- A Competitive Compensation Package
- Comprehensive Health & Dental Benefits
- Professional Development Opportunities
- Continuing Education
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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