Vp of Services

7 hours 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

    5 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, Employer Marketplace

    49 minutes ago

    Remote, Canada Riipen Networks Inc. Full time

    DescriptionThe VP of Employer Marketplace is responsible for driving employer acquisition, matching, engagement, retention, and overall success.It is essential that this leader brings deep marketplace expertise and not just marketing for growth. You will bring experience in leveraging advanced automation and AI-driven strategies to scale high-volume employer...

  • Founder & VP Track – Sales, Marketing, or Operations (Business Launch Program)

    2 weeks ago

    Remote, Canada Novantum Institute Full time

    Let's be honest with each other.The job you are probably looking for on Indeed — the one that offers work-life balance, autonomy, meaning, financial stability, and growth — largely does not exist.Most roles offer one or two of these and quietly take the rest away:· A salary, but no freedom· Flexibility, but no stability· Titles, but no ownership·...

  • Vp Business Development

    2 weeks ago

    Remote, Canada Capital Market Advisors Full time

    CMA is a boutique Consultancy & Recruiting firm specializing in the Financial Services sector, our client, a global investment firm with a multi-billion-dollar portfolio is currently seeking a dynamic professional to fill a senior sales role with their investment firm. **Regional Vice President**: - **Canadian Private Client Advisor Sales -** **Position...

  • VP Operations and Client Services

    5 days ago

    Remote - Quebec, Canada Harris Full time

    En tant que vice-président, ce professionnel sera chargé de stimuler la croissance stratégique et l'excellence opérationnelle du département (opérations et services à la clientèle). Il fera partie intégrante d'une équipe de direction expérimentée qui s'efforce de réinventer et de garantir une expérience positive à nos clients avec nos...

  • Coordonnateur.trice Soutien Et Services

    2 days ago

    Remote, Canada Cree Board of Health and Social Services of James Bay Full time

    **APERÇU DU POSTE** Relevant du directeur-général adjoint/de la directrice-générale adjointe, Services administratifs, le/la titulaire contribue à la coordination des activités cliniques régionales visant la continuité de tous les soins de santé et des besoins logistiques requis par la population d’Eeyou Istchee par la promotion, le...

  • VP Analyst, Cybersecurity Executive Product Management For Large Enterprise

    5 days ago

    Remote - British Columbia, 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,...

  • Inside Sales/Customer Service

    1 week ago

    Remote, Canada PNP Group of Companies Full time

    Job OverviewWe are seeking a dynamic and customer-focused Customer Service Representative to join our team. This role involves engaging with clients, managing accounts, and supporting business development initiatives. The ideal candidate will possess strong communication skills, experience in sales, and a passion for delivering exceptional service. This...

  • Field Marketing Specialist

    2 weeks ago

    Remote, Canada Flinks Full time

    **About Flinks** Flinks is driven by the belief that data should belong to the consumers. We enable the open, consent-based exchange of financial data while empowering businesses to connect their consumers with the services they want. Flinks connects to over 250 million financial accounts, and is trusted by hundreds of world-class companies. Flinks helps...

  • Technical Account Manager

    1 week ago

    Remote, Canada Flinks Full time

    **About Flinks** Flinks is driven by the belief that data should belong to the consumers. We enable the open, consent-based exchange of financial data while empowering businesses to connect their consumers with the services they want. Flinks connects to over 250 million financial accounts, and is trusted by hundreds of world-class companies. Flinks helps...