Vice President of Customer Success

2 months ago

Toronto, Ontario, Canada Stonewood Group Inc. Full time
About the Role

We are seeking a seasoned professional to lead our customer enablement efforts as Vice President of Customer Enablement. Reporting directly to the CEO, this individual will be responsible for driving the implementation of our cloud-based Product Lifecycle Management and Product Data Management solutions.

Key Responsibilities
  • Develop and execute a comprehensive implementation strategy to ensure seamless customer onboarding and adoption of our solutions.
  • Lead a team of professionals responsible for delivering high-quality implementation services, including onboarding, go-live, customer-specific software development/configuration, and support.
  • Collaborate with the sales organization and cross-functional stakeholders to establish a robust implementation program, drive professional services strategy, and generate revenue.
  • Develop and manage the implementation/services budget, including methods and criteria for reporting effective profit and loss.
  • Build, train, motivate, and evaluate a team responsible for sustaining the service level of the professional services/implementation team.
  • Onboard new customers, ensuring legal agreements are in place, and define implementation and onboarding processes from a PS perspective.
  • Implement scalable best practices, build capacity, prioritize, and make decisions for project execution, ensuring project teams have the tools and methodologies to be effective.
  • Support and drive first project implementation with customers.
  • Develop implementation training programs, ensure regular updates, deliver webinars on best practices, and develop community content for partners and customers.
  • Develop services-related sales support and bid management tools as appropriate for sales.
  • Develop a portfolio of commercial value-added professional services complementary to the product portfolio and add value to the business.
  • Develop, monitor, and act upon customer satisfaction metrics.
  • Work with customers to ensure their needs are met and they are satisfied.
  • Proactively assess big picture issues with the professional services team and clients, developing custom solutions as needed.
Requirements
  • 15+ years of software experience, with at least 5 years thriving in a founder-led, fast-paced, high growth environment.
  • A proven track record of leading and scaling software/solutions professional service organizations, planning, design, and execution.
  • Leadership and successful execution of complex IT implementation projects, strategic planning, and program management abilities.
  • Ability to build strong relationships within/across organizations and effective cross-functional/matrix management skills.
  • Ability to coordinate business plans, goals, and activities with both internal and external senior stakeholders.
  • Possesses product/technology/industry knowledge as well as a broad understanding of complex globally distributed customer environments.
  • Innovative, forward-thinking leader, able to anticipate/plan for future.
  • Proven track record of selecting, developing, retaining world-class talent.
  • Strong communication skills (Customer and Executive interface).
  • Exceptional influence and negotiation skills.
About Stonewood Group Inc.

Stonewood Group Inc. is a Toronto-based company changing how globally distributed product development and manufacturing organizations collaborate and interact with key stakeholders throughout the product development value chain.

We boast an enviable list of high-profile global customers in aerospace, automotive, technology, and entertainment, and are funded by a blue-chip group of investors.

We are poised for explosive growth and an exceptionally bright future, seeking a Vice President of Customer Enablement to join our team.

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