VP of Customer Success

Who We AreWe started our company to help others launch and run their own businesses, at any stage. The way we help is by keeping it simple and supporting entrepreneurs one step at a time. Put simply: our mission is to enable anyone to start, run, and grow their business while avoiding the common pitfalls that derail hopeful entrepreneurs. No more having to wade through forms, taxes, or ongoing state compliance. 
We are a remote company based in Austin, Texas. We have team members from Florida to Oregon and all points in between. Take pride in your work knowing that it shapes how people all across the country reach their goal of starting, running, and growing their businesses.  
If the idea of helping people and working with a genuinely caring, supportive team excites you, then you’ve come to the right place.
The RoleZenBusiness is seeking an experienced Customer Success Executive to be responsible for overseeing the strategy, planning and implementation of transformational change to scale our services and capabilities within our Customer Success organization.  You’ll play a critical role in the delivery of a world-class customer experience, driving continuous improvement, and elevating customer satisfaction while ensuring performance and financial benchmarks are met.

Responsibilities

• Plays a critical role in overseeing the strategy, planning, and implementation of ZenBusiness’s customer experience vision.
• Lead the delivery of a world-class customer experience, driving continuous improvement, and elevating customer satisfaction while ensuring performance and financial benchmarks are met.
• Drive transformational change to scale services and capabilities within the CS organization.
• Responsible for bringing a strategic vision and innovative approach to leading critical customer-facing teams.
• Employ technology to increase efficiency in operations and processes.
• Identify opportunities to reduce contacts, improve the customer experience and reduce costs.
• Tactical emphasis is on customer experience, quality management, reporting trends, and workforce planning.
• Enhance operational excellence by mentoring, coaching, and training your team.
• Collaborate across CS teams to drive alignment on insights and priorities.
• Participate and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations; oversight of issue escalation management, as needed.

Qualifications

• 10+ years of people leadership experience in a contact center / BPO environment.
• Experience building and managing large (100+ employees) Customer Success and/or Professional Services teams in a fast-paced, dynamic environment.
• Deep knowledge of current contact center tools, technology, and best practices.
• Relevant experience related to the successful delivery of Contact Center Transformation and Operations
• Ability to analyze business and financial strategy, understanding how one area of the company can affect another area, with excellent attention to detail.
• Proven track record of developing performance metrics and implementing data-based process improvement action plans, propensity for hands-on work, and a high level of execution, data-driven and analytical.
• Ease working in undefined situations and evidence of creating clarity and path a forward.
• They have demonstrated leadership, team building, and organizational skills.

Bonus Qualifications

• macOS and G-Workspace knowledge is a plus! 
• Intercom, Talkdesk, and Monet WFM experience.
• AI implementations within a contact center environment.

Remote Culture. A great company culture leads to happy employees, and happy employees lead to happy customers. That’s why we invest in our employees by providing them with competitive salaries and benefits, equity, and the opportunity to tackle interesting challenges that have a positive impact. 
Let’s stay connected! We believe in staying connected, and we have a weekly “All Hands” meeting every week. We also have a social committee that hosts frequent events. We’ve held a virtual talent show, costume competitions, monthly lunch and learn series, Hackathons, and more! 
Benefits. PTO, Company Paid Medical and Vision Coverage for Employees and Dependents, Dental, Disability, and Life Benefits, 401K plus matching, 10 Paid Holidays, Parental Leave, Military Leave, Employee Assistance Program, Pet Insurance, Stock Options, Paid Parking* + more! 
Diversity, Equity, and Inclusion. We believe in diversity, equity & inclusion. At ZenBusiness, every voice counts no matter your race, ethnicity, gender, sexual orientation, age, location, or background. We celebrate the diversity of our teams, knowing that our products, services, and custom