Vp of Services

6 days ago

Remote, Canada Swapcard Full time

The Services department plays a pivotal role in enhancing Swapcard's competitive advantage through exceptional product support and human expertise. This is reflected by a consistent NPS above 50 in the recent years. We serve both Enterprise and self-service clients with a range of services, including Customer Success Management, Support, and Professional and Onsite Services.

The event industry is undergoing a significant transformation due to economic, environmental, and technological shifts, and we are at the forefront of this evolution.

The goal lies in maintaining customer excellence while scaling the team, increasing Net Revenue Retention, and growing efficiency and profitability.

As our future VP of Services, you'll be the driving force behind tackling these key missions:
**Missions & Scope**:
**Lead the global customer experience strategy and be accountable for it.**
- Define and lead strategic plans for the department
- Refine our brand customer experience
- Have a strong understanding of our performance (customer’s satisfaction and internal efficiency)

**Act as the CX department gatekeeper by**
- Keeping consistency in the department work
- Ensuring various teams performance and collaboration
- Raising customer excellence awareness to all other departments and the leadership team

**Contribute to our company performance and reputation**
- Be responsible of Swapcard’s reputation as Customer Excellence driven brand.
- Identify how to leverage Customer Excellence as a Revenue driver
- Represent our company externally & internally by being our customers’ voice and face.

**Key Responsibilities**:

- Set and communicate the vision for the department
- Act as a mentor and ensure that your direct leaders continue to professionally grow
- Structure the department and Improve efficiency
- Own the quarterly strategic planning and Goals
- Complete understanding of customer journey and overall services performance
- Identify risks and opportunities
- Responsible of the Department main KPIs and reporting
- Be the final decision owner of the Department

**What are we looking for**:

- Experience with a similar role in a high growth tech company
- SAAS industry experience is a plus
- Tech company in an industry where services highly matter
- Strong organizational and strategic skills (consulting XP)
- Strong communication and interpersonal skills
- Event knowledge could be optional

  • VP, Employer Growth

    4 days ago

    Remote, Canada Riipen Networks Inc. Full time

    DescriptionThe VP of Employer Growth & Engagement is responsible for driving employer acquisition, matching, engagement, retention, and overall success.This leader will bring deep marketplace growth expertise, leveraging advanced automation and AI-driven strategies to scale high-volume employer acquisition, engagement, and retention sustainably, ensuring...

  • Vp, Controller

    2 weeks ago

    Remote, Canada 1Password Full time

    We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to...

  • VP, Marketing

    3 hours ago

    Remote, Canada Packetlabs Full time

    Packetlabs is a cybersecurity consulting firm specializing in Advanced Penetration Testing. We offer several services, including Infrastructure Penetration Testing, Web & Mobile Application Testing, Social Engineering, Red Team exercises, Source-code Reviews and Exploit Development. Our clients occupy several industries, including but not limited to:...

  • VP, Partnerships

    6 days ago

    Remote, Canada Ada Support Full time

    Remote - CanadaAbout UsAda is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.Ada is an AI transformation...

  • Vp, Customer Success

    1 week ago

    Remote, Canada KEV Group Full time

    **About Us**: KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools. KEV’s easy - to-use web-based software automates the collection, disbursement and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees...

  • VP, Customer Success

    2 weeks ago

    KW, Toronto, or Remote Canada D2L Full time

    The VP, Customer Success leads the direction and vision for the Global Customer Success organization, ensuring the team delivers exceptional product adoption and value realization for D2L customers. Reporting to the Chief Revenue Officer, this role is responsible for developing and executing strategies that empower Customer Success Managers (CSMs) to act as...

  • VP Analyst

    6 days ago

    Remote - United Kingdom, Canada Gartner Full time

    About the role:This individual will work remotely with a global team and needs the ability to support C-level clients who themselves are global is key.We are seeking a seasoned technology business leader with specialized experience in cloud operating models and the role of cloud in supporting AI solutions. This role will serve as an authoritative voice in...

  • VP Analyst

    2 weeks ago

    Remote - United Kingdom, Canada Gartner Full time

    About the role:This individual will work remotely with a global team and needs the ability to support C-level clients who themselves are global is key.We are seeking a seasoned technology business leader with specialized experience in cloud operating models and the role of cloud in supporting AI solutions. This role will serve as an authoritative voice in...

  • VP, Strategy

    2 weeks ago

    Remote Canada (ON) Jonas Software Full time

    Job Description: VP, Strategy & Execution – CORA FinTech PortfolioJonas Software Remote - CanadaAbout CORA GroupCORA Group (Collective Organization Redefining Advancement) operates as a portfolio within the Jonas Software Operating Group of Constellation Software Inc. (TSX: CSU), with a focus on growth through acquisition across diverse industries such as...

  • VP Analyst, Cybersecurity Executive Product Management

    6 days ago

    Remote - Ontario, Canada Gartner Full time

    About the role:Gartner Analysts are industry thought leaders who create must-have insights, market predictions and best practices for a broad range of world-leading organizations. A VP analyst serves as a leader within Gartner's Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local,...