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Vice President, Customer Success

Centaman Inc.


Website :

www.centaman.com

Location :

Chicago, IL

Job Type :

Full Time

Company Description :

Founded in 1991, CENTAMAN has been serving the attractions and leisure industries worldwide for over 25 years. We offer solutions for tour and transport businesses, tourist attractions, water parks, and amusement parks, museums, galleries, cultural sites, zoos, aquariums and other tourist attractions with our extensive product suite.
 
Our global and diverse team serves hundreds of customers to provide innovative, efficient, purpose-built, and robust solutions. Our current team of ~35 is comprised of motivated self-starters who prioritize teamwork and enjoy a fun and fast-paced environment. We enjoy and welcome new ideas to improve and help each other accomplish our goals as a benefit of a smaller family-like team.
 
Although we operate quite independently, Centaman is part of Jonas Software which includes over 2,500 team members working in over 18 vertical markets and 90 different brands within the software space.  Jonas provides the benefits of a mature and corporate organization while offering autonomy, empowerment, and opportunity for all its portfolio companies. If you want the feel of a small company but with the funding security, then this role would be a great option!

Job Description :

An excellent opportunity has been newly created for an individual to join us at this time of growth.  Reporting to the President and as part of the Senior Leadership team, you will learn about our business and our products, as well as our customers’ businesses and the industries that they are part of.
 
The Vice President of Customer Success, will lead the Customer Success Team, which is responsible for the complete customer lifecycle including:

  • Marketing, brand promotion and lead generation
  • Sales
  • Onboarding
  • Support
  • Customer retention and loyalty
In general, the VP is responsible for ensuring that the solutions solve the problems – through sales, services and support.
 
Responsibilities/Metrics:
  • Achieve revenue targets for 10% growth YoY through new business, back-to-base and hardware sales and maintenance increases.
  • Manage the Support, Services and Sales Team budget and maintaining within agreed spending levels. Lead and cultivate the employees and contractors of the Customer Success Team – maintain true to core values, foster individual growth and development, build a culture of inclusion and collaboration.
  • Limit customer attrition to <5% with net attrition >0% and achieve customer satisfaction levels of NPS > 50.
  • Promote the brand, products and business with consistency, honesty and reflecting the core values.
  • Maintain process and controls to measure and ensure compliance with all customer service and response times.
  • Understand the competitive landscape, gather competitor intel regularly, and guide the business to adjust accordingly.
  • Conduct research and case studies within the industry on customer needs and provide feedback to the Product Council on new technologies and developments within the marketplace.
 
Applicant Requirements
  • Must have at least 5 years Sales Management experience.
  • Must have at least 5 years Customer Service Management experience.
  • Track record of delivering an excellent customer-focused environment.
  • Ability to manage potentially conflicting resources and priorities to deliver business value
  • Experience within a software company and knowledge of the attractions industry would be advantageous.
  • Impeccable communication, organisational, motivating and planning skills with high attention to detail
  • Sound judgment and personal integrity and a genuine interest in raising performance standards
  • Experience in or managing Sales Teams is required, preferably within a software company.
  • Solution orientated, with the ability to prioritise
  • Willingness to apply extra effort from time to time to ensure deliverables are met on time
  • Flexibility with travel.
 
Employee Benefits
We’re looking for a permanent team member and offer the following benefits:
  • Full-time with salary based upon your experience including sales commission plan and bonus.
  • Work from our downtown Chicago office
  • Regular option for work-from-home days
  • Full benefits including – medical (multiple plan choices available), dental, vision, disability, life insurance, paid sick, vacation and family leave
  • 401k plan with company match and share-purchase option
  • Company-wide bonus plan based on measurable metrics and performance
  • Company-supported training and professional development

Is This You?

IS THIS YOU?

To apply for this position, submit a resume to Human Resources at: 

jobs@gjonas.com

Please indicate job title in subject heading of email 

“An Equal Opportunity Employer”