The VP of Customer Success’ primary objective is to develop and execute a strategy that helps Numerated’s banking customers create successful lending programs. This individual will achieve success by analyzing usage trends, making data-driven recommendations, and then sharing insights and best practices across clients. As a “player/coach”, he or she will build this function and team from scratch to become strategic advisors to banks.
The Customer Success organization will work with banking customers to deliver an exceptional experience, realize the value of Numerated’s platform, and expedite the time-to-value by connecting their success to their business goals.
Provide key input on customer and market trends to Product, Marketing, and Sales that help shape future capabilities to increase the speed to maximum usage of the Numerated platform
10-15 years experience in bank lending, business development, or client success
Familiar with small business or commercial banking business development practices
Familiar with sales management comp plans to drive banker engagement
A capacity to influence and ability to gain sponsorship on key customer initiatives.
Outstanding customer-facing skills and the ability to interact effectively in the C-suite
Experience with personnel hiring, mentoring, and training across a multitude of different customer-facing personalities
Analytical skills with the ability to use data to drive improvement in customer adoption and value
Technical skills with the ability to drive technical training programs and sell technical solutions
Track record of leading a team that is highly motivated and engaged in addition to the ability to challenge and maximize the strength of the team and align their efforts to the mission and vision of the organization
Experience driving a customer success strategy that is deeply integrated with sales, account management and professional services as well as aligned with overall organizational goals
Ability to advocate innovation
Experience acting as executive sponsor for key customers
High comfort level with ambiguity
Strong operational mindset, attention to details, metrics-driven and decisive hands-on
Excellent written and verbal communications along with the ability to define, explain, and evangelize new ideas
Strong interpersonal and problem solving skills along with a proven ability to drive cross-functional initiatives
Experience in complex, highly dynamic environments where the need to learn quickly and contribute immediately is required
Engaging leadership style that builds and sustains credibility with staff, colleagues, customers and other stakeholders
A personal style that is described as authentic, honest, humble and ethical combined with a working style that is described as smart, passionate, energetic and results-focused
No ego. No job too small. Willingness to get hands dirty
Proven track record that brings instant validation and market presence to Numerated