VP, Customer Success and Professional Services

📌 Core Information

🔹 Job Title: VP, Customer Success and Professional Services

🔹 Company: aPriori Technologies

🔹 Location: Concord, Massachusetts, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: Hybrid (two days per week in person)

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading Customer Success Management, Implementation, and On-boarding
• Directing Subscription Consulting organizations
• Developing and implementing scalable strategies for customer success
• Ensuring 'best in class' customer experience

ASSUMPTION: This job is critical to shaping customer interactions and their experience with aPriori, impacting overall customer satisfaction and retention.

📋 Key Responsibilities

✅ Manage a global customer business from pre-sales scoping through renewal;

✅ Ensure key metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) are achieved;

✅ Identify and architect services and implementation delivery models to achieve positive business outcomes;

✅ Develop and nurture long-term relationships with executive stakeholders;

✅ Collaborate with Sales and Product teams to enhance the customer experience;

✅ Partner with Marketing to enable critical voice of the customer and expansion programs;

✅ Provide leadership and mentoring to ensure hiring, training, and development of teams;

✅ Develop partner strategies to supplement global customer services needs;

ASSUMPTION: The role involves high collaboration with various teams to ensure customer expectations are met and organizational growth objectives are supported.

🎯 Required Qualifications

Education: Bachelor's degree, preferably in Mechanical or Industrial Engineering, or related field.

Experience: Minimum of 15+ years of experience in customer success and service teams, ideally in high-growth SaaS environments.

Required Skills:

• Leadership and financial performative management of service organizations
• Customer-driven mindset with problem-solving abilities
• Excellent communication and project management skills

Preferred Skills:

• Experience with SaaS environments
• Analytics and data configuration skills

ASSUMPTION: Experience in high-growth environments is highly valuable, providing an edge in adapting quickly to changes and driving customer success.

💰 Compensation & Benefits

Salary Range: Not specified, but likely competitive based on industry standards and experience.

Benefits:

• Medical, dental, and vision insurance for employees and dependents
• 401(k) match, life and disability insurance
• Paid time off benefits, including flexible time and aPriori days

Working Hours: Standard 40-hour workweek with the expectation of flexibility as needed.

ASSUMPTION: Comprehensive benefits suggest a commitment to employee well-being, attracting quality talent.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, focusing on AI-Powered Design & Sourcing Insights.

Company Size: 283 employees, providing a dynamic yet personalized work environment.

Founded: 2003, with a history of innovation in manufacturing transformation.

Company Description:

• Leading in digital manufacturing simulation
• Pioneers in cost model apps
• With global presence influencing sustainable innovation

Company Specialties:

• Manufacturing Cost Models
• Design for Manufacturability
• Sustainability in Manufacturing

Company Website: https://www.apriori.com

ASSUMPTION: aPriori's leadership in its field points to growth opportunities for employees invested in cutting-edge technology and innovation.

📊 Role Analysis

Career Level: Senior executive, directing key strategic areas within the company.

Reporting Structure: Reports to the Chief Revenue Officer (CRO).

Work Arrangement: Hybrid, allowing a mix of remote and in-person work with an emphasis on collaboration.

Growth Opportunities:

• Potential to scale departmental success with strategic input
• Direct influence on company growth through customer success metrics
• Development opportunities within a dynamic environment

ASSUMPTION: The hybrid model supports work-life balance while fostering strong team collaborations.

🌍 Location & Work Environment

Office Type: Modern, collaborative office spaces designed for productive in-person engagements.

Office Location(s): 300 Baker Avenue, Suite 370, Concord, MA

Geographic Context:

• Located in a tech-centric region with access to industry resources
• An area known for innovation and tech development
• Proximity to hospitality and convenience amenities

Work Schedule: Flexible scheduling supports both business needs and personal commitments.

ASSUMPTION: The Concord location offers access to a highly skilled tech workforce, enhancing the talent pool.

💼 Interview & Application Insights

Typical Process:

• Initial HR screening to discuss qualifications
• Interview with the Hiring Manager
• Technical and leadership interviews with senior team members

Key Assessment Areas:

• Leadership and strategic thinking
• Experience in customer success in SaaS environments
• Communication and collaboration skills

Application Tips:

• Highlight experience in managing SaaS customer relationships
• Emphasize leadership in achieving customer success metrics
• Showcase any relevant metrics or successful outreach strategies

ATS Keywords: Leadership, Customer Success, SaaS, Project Management

ASSUMPTION: Strong evidence of past metrics-driven successes will be crucial for applicants to stand out.

🛠️ Tools & Technologies

• CRM systems for managing customer accounts
• SaaS integration tools
• Data analytics platforms

ASSUMPTION: Familiarity with technology tools related to customer management and SaaS streamlines operations and enhances service delivery.

👔 Cultural Fit Considerations

Company Values:

• Innovation and continuous improvement
• Commitment to sustainability and global impact
• Collaboration and team success

Work Style:

• Dynamic and fast-paced environment
• Open to innovative solutions and strategic thinking
• Focused on collaborative problem-solving

Self-Assessment Questions:

• How do you manage and inspire high-performing teams?
• What strategies do you utilize to drive customer success in SaaS businesses?
• Can you describe a time when you effectively scaled operations?

ASSUMPTION: The cultural environment values proactive, strategic thinkers who thrive in collaborative setups.

⚠️ Potential Challenges

• High expectations for delivering excellent customer service
• Balancing strategic vision with day-to-day operations
• Adapting to fast-paced technology shifts
• Maintaining cross-departmental collaboration

ASSUMPTION: Meeting the demands of a high-growth SaaS company can be challenging, requiring resilience and adaptability.

📈 Similar Roles Comparison

• Often mirrors roles in other high-tech SaaS firms with a focus on customer-centric strategies
• Comparable roles may include responsibilities in global team leadership
• Involves heavy collaboration with sales, marketing, and product departments

ASSUMPTION: Similar roles will have significant overlap in terms of skills needed, particularly in leadership and strategic customer management.

📝 Sample Projects

• Implementing a new customer onboarding platform
• Developing a training program for improved customer engagement
• Launching cross-functional initiatives to boost retention rates

ASSUMPTION: Projects largely center around customer success improvement plans and integration of new service models.

❓ Key Questions to Ask During Interview

• What are the current challenges facing the customer success team?
• How does the company measure success in this role?
• What opportunities for professional growth does the company offer?
• How does aPriori plan to expand its customer success initiatives?
• Can you describe the company’s culture and team dynamic?

ASSUMPTION: Understanding the company’s expectations and future plans is critical to align personal career goals with organizational objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare to discuss your relevant experience and metrics-driven achievements
• Highlight your adaptive leadership and strategic planning skills
• Emphasize your experience with technology-driven customer solutions
• Be ready to demonstrate your problem-solving abilities in a dynamic environment

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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