Vice President of Customer Success and Enablement

5 days ago

Toronto, Ontario, Canada Stonewood Group Inc. Full time

We are seeking an experienced Vice President, Customer Enablement to join our team at Stonewood Group Inc. This role will be responsible for driving the implementation and onboarding process for new customers, ensuring seamless delivery of services and maximizing customer satisfaction.

Job Description:

As a key member of our senior management team, you will oversee all delivery services, including onboarding, go-live, customer-specific software development/configuration, and support. You will collaborate with the sales organization and other cross-functional stakeholders to establish our implementation program and drive overall professional services strategy, execution, and revenue generation.

  • Key Responsibilities:
  • Participate as an engaged, open, collaborative, and committed member of the senior management team
  • Develop and manage the implementation/services budget, including developing methods and criteria to report on effective profit and loss of all services that flow through the organization
  • Build, train, motivate, and evaluate a team responsible for sustaining the service level of the professional services/implementation team
  • Ensure legal agreements are in place for all customers/partners
  • Review and define the implementation and onboarding processes for new customers from a PS perspective
  • Implement scalable best practices and build capacity
  • Prioritize and make decisions for the execution of all projects, ensuring that project teams have the tools and methodologies to be effective
  • Support/drive first project implementation with customers
  • Implementation training and certification: create implementation training program, ensure regular updates to the program based on product releases, deliver implementation webinars on best practices and how to implement new features, 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 that are complementary to the product portfolio and will add value to the business
  • Develops, monitors, and acts upon appropriate customer satisfaction metrics

Key Performance Indicators:

In light of the identified responsibilities, the following specific deliverables are designed to achieve.

  • Specific measures of performance will be discussed and agreed upon with the successful candidate

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
  • Strong communication skills (customer and executive interface)
  • Exceptional influence and negotiation skills
  • Highly competitive base, variable, and equity package for the successful candidate

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