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VP Customer Success Platform Services

Company: Kinship
Location: Oregon
Posted on: January 12, 2022

Job Description:

The Senior Customer Success Director is responsible for building and leading a team that drives a positive and memorable pet parent and Kinship partner experience. They are obsessed with driving trust with pet parents and partners by delivering personal, timely and credible proactive information and support through the pet parent journey. You will be the primary champion of the pet parent and partners journey, and will work closely with our Platform cross-functional teams that include supplier outreach,product, tech, marketing, and business teams to build services and processes that anticipate our pet parents' and partners' needs across all touchpoints with Kinship. HOW YOU'LL HELP EVERYONE PET PARENT LIKE A PRO

  • You have a vision for how Customer Success within Platform Services should be, and are able operationalize this vision
  • How do we meet the needs of our rapidly growing pet parent base and how do we "surprise and delight" them?
  • How do we do the same for our service providers/partners? -
  • Own the plan to deliver the vision and be accountable for delivery of metrics; instill continuous improvement for this function through data-informed decision-making and process design
  • Develop and implement a pet parent support strategy enabled by appropriate processes, culture, and tools -
  • Maintain and upgrade the best tech supporting tools to meet pet parents and partners' needs
  • Ensure the organization is set up to deliver agreed-upon KPI targets related to pet parent/partner satisfaction, efficiency, etc. -
  • Provide a feedback loop to key departments like Commercial, Product, Marketing, Tech
  • You are a passionate, highly-committed leader who can deliver on the Platform Services strategic objectives and have a track record of transforming and influencing across various functional business units (Sales, Engineering, Marketing, and Product teams) to put pet parents' and partners' optimal experience first -
  • Lead the Kinship Customer Success organization (focusing on GoodFriend and TheWildest business)overseeing an internal team of experts focused on pet parents, and a separate team focused on our partners/providers (small- and mid-sized business owners on GoodFriend, for example) -
  • You will foster a Pet Parent-centric approach by championing effective org design, leveraging a unique expertise in the team, and creating a learning environment for associates at all levels. -
  • Build, develop, onboard, and retain a best-in-class pet parent/partner success team with a focus on performance improvement. - THE PRO WE'RE LOOKING FOR As Kinship people, we have three pillars that set out how we aim to be--in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Purposefully Inquisitive, and Open to All. And for this role, you'll need these skills to knock it out of the dog park: LEADERSHIP COMPETENCIES:
    • You Have Courage : a willingness to bring forth a new idea, engaging others across Kinship to support you, and taking risks and action will full accountability
    • You Learn at Pace: a consistent and fast work ethic to meet growth goals, and the ability to evolve and pivot quickly from what you've learned
    • You Value Difference : a genuine belief in inclusion and diversity is in your DNA, and it shows up in your work, and how you work. - TECHNICAL SKILLS:
      • 5-10 years of experience leading Customer Success at a B2C or B2B company

Keywords: Kinship, Rockford , VP Customer Success Platform Services, Executive , Oregon, Illinois

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