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

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