Senior Vice President, Customer Account Management
As the Senior Vice President, Customer Account Management, you will serve as a key member of the Workhuman leadership team. Reporting to the Chief Customer Officer, you will be responsible for managing the customer lifecycle from contract through renewal for all Workhuman customers which span Fortune 50 through mid-market. Leadership in this role requires setting strategy, putting new ideas into action, and continuously improving the operation to deliver an exceptional customer experience and revenue growth.
The ideal candidate has experience leading sales or post-sale account teams for an enterprise class software company with a demanding customer base in a high growth environment. A consistent track record of growth target achievement, strong leadership, and ability to be a team player are a must. Additionally, this candidate must have experience leading teams through transformational change. As a leader of this team, you will have responsibility for fulfilling customer expectations around experience and value, executing new strategies, while also developing high performing teams and the next generation of leaders.
Set a vision and direction to implement strategies and processes to deliver a best-in-class customer experience while enabling profitable growth and retention.
Expand revenue in customer accounts via up-sell and cross-sell routes; deliver against the overall company billings growth targets
Inspire increased customer lifetime value through higher adoption of product features and best practices
Partner with other Customer Excellence leaders to drive profitable improvements in operations & customer experience
Develop high performing teams and leaders; commit to coaching & professional development practices that bring out the best in leaders and individual contributors
Maintain a culture of success, collaboration, innovation, and respect across the organization
Take a direct role in ensuring C-level relationships are nurtured with all customers
Direct and influence cross-enterprise alignment to enable the end-to-end execution of a valued customer experience
Represent the voice of the customer and influence a customer-centric mindset across the company
Drive operational excellence via transparent reporting, predictable forecasting of growth & renewal opportunities, and relentless focus on continuous improvement
Act as executive sponsor and escalation point for customers as necessary
Contribute to the company direction as a strategic member of the overall Workhuman executive team
15+ years customer strategy & account management experience in fast growing SaaS product company
Extensive relationship management experience with C-level executives at Fortune 100 caliber companies
Demonstrated success implementing innovations in account management
Track record of building and leading high-performing teams focused on consistent, aggressive growth, customer retention at scale, and where their employees thrive
Prior experience includes guiding teams through transformational change to scale the business profitably.
Proven ability to develop strong internal working relationships in a matrixed, global environment
Proactive and action-oriented mindset to overcome obstacles and seize opportunities for growth/improvement.
Knowledge of the HR ecosystem a plus
**This is a hybrid role that requires presence onsite in our Framingham, MA office at least three days per week**
At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals’ differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don’t think you “check every single box” above, please still consider applying. We’re looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Did you know we have an award-winning culture across EMEA and North America:
We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
Our core values are Respect, Determination, Innovation and Imagination.
Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.