The VP of CS will be responsible for the customer’s journey with OculusIT ensuring our clients receive exceedingly satisfying value from our services. The selected candidate will own the client journey beginning with onboarding and continuing to retention with a keen focus on services to ensure strong advocates and referenceable clients. The role requires a thorough understanding of information technology in the higher education industry.
Key Responsibilities
- Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue
- Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met
- Ensures that client issues are dealt with in an efficient manner
- Owns the contract and contract renewals for new work for an existing clients
- Approves change orders and invoices and is responsible for payment collections
- Works closely with the project team in order to maintain a continuous knowledge of engagement status in order to identify potential issues and/or opportunities within or related to the project
- Ensures that all processes and procedures are completed, quality standards are met, and that contracts are profitable
- Aware and in pursuit of opportunities for account growth and new business, involving the VP of Sales
- Communicates the client’s goals and represents the client’s interests to the team
- Provides regular two-way communication between the client and team to provide strong team representation and set proper client expectations
- Understands the company capabilities and services portfolio and effectively communicates all offerings to the client
- Handles the gamut of customer success domain with team members directly reporting
- Participates in marketing events such as seminars, trade shows, and telemarketing events
- Provides on-the-job training to new customer success employees
Required Experience
- 15 – 20 years of experience
Desired Qualifications
- A four-year degree from an accredited institution, equivalent qualification or experience
- Professional customer relationship experience in the higher education domain
- At least 15 years of direct, well-rounded client services and relationship development experience
- 10 years of leadership experience with the ability to motivate and provide professional development
- A hands-on collaborative style of working is a must
Desired Skills
- Proven relationship builder; internally and externally
- Previous higher education clients service experience
- Proven account management skills required in order to create, maintain and enhance customer relationships
- Extremely detail oriented
- Technical competence (understands services, software, hardware)
- Motivated, goal oriented, persistent and a skilled negotiator
- High level of initiative and works well in a team environment
- Excellent written and oral communication skills
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction