VoterCircle VP of Customer and Product Success
sa...@votercircle.com
This position will be a senior level dual role that will lead our customer success team while working intimately with our product management team to develop a world class customer experience and product. The customer success team at VoterCircle is tasked with helping our customers reach their outreach goals. Ultimately, this team is responsible for client onboarding; platform adoption, retention and expansion; and overall client satisfaction. The product management team is responsible for researching customer needs to help scope our product roadmap.
Responsibilities:
Maintain, grow, and increase the platform usage of existing customers (candidates, campaigns, causes, etc.) by optimizing client onboarding and support
Work intimately with the product management team to develop VoterCircle’s product roadmap
Drive organizational adoption and retention by defining the customer lifecycle from launch to implementation; deploying growth strategies to help customers adopt new features and use cases
Scale and improve process and tools by up-leveling support systems and workflows; implementing new tools that can develop and scale robust programs that focus on critical areas of customer growth such as - KPI benchmarking, customer training and education, NPS surveys, and customer feedback
Lead, expand, and mentor the Customer Success function/organization by setting and prioritizing tasks, KPIs, and goals; improving cross-team collaboration; recruiting and hiring high performance talent
Influence key stakeholders by promoting a customer-centric mentality across the company by communicating feedback and customer sentiment to product, engineering, marketing, and senior leadership
Job Qualifications:
Required:
5+ years experience and strongly proficient at working with political tech tools such as NGP, VoteBuilder, PDI, ActionNetwork, ActBlue, NationBuilder, Relay, Hustle,
5+ years experience working in campaign field operations
10+ years of organizational leadership experience
Bachelor's degree or equivalent required
Preferred experience working in:
Exposure to working in a virtual work environment
Exposure working with distributed product and engineering team(s)
Other Knowledge, Skills and Abilities:
Entrepreneurial style with proven ability to thrive in a dynamic, changing environment where a critical key to success is the ability to optimize and leverage limited resources
Strategic mindset; self-directed, organized, analytical, and have excellent problem analysis/problem solving skills
Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations
Diligent, resourceful, versatile, and able to multitask
Ability to manage and lead during times of change and organizational transformation/growth
Knowledge of how to manage growth businesses in a competitive environment
Excellent tactical execution skills
Strong sense of process and the ability to innovate on process tools and conventions
Maintain a high emphasis on teamwork, collaboration, and process innovation
Ability to influence others through strong verbal and written communication