Senior Vice President - Customer Success & Platform Management

Key Responsibilities
Customer Retention & Growth:

- Develop and execute strategies to maximize customer retention, drive account growth, and enhance customer lifetime value.

- Champion a customer-centric culture across the organization.
Platform Vision & Strategy:

- Lead the development and implementation of the platform vision and strategy, ensuring alignment with customer needs and business objectives.

- Oversee product development and innovation initiatives to continuously improve the platform.
Operational Excellence & Scalability:

- Ensure the stability, scalability, and security of the platform.

- Develop and implement operational policies and procedures to optimize platform performance and efficiency.

- Provide guidance and direction to reporting managers on critical operational issues related to the platform.

- Coordinate with the SVP-Product Development on key development road maps and ensure alignment to customer needs as well as feature gaps, innovations and platform enhancements.
Sales Enablement & Support:

- Support sales efforts with technical expertise, pricing agreements, and RFP processes, ensuring the sales team is equipped to effectively sell the platform.

- Oversee product demonstrations and presentations to prospective clients, including participation in demonstrations where necessary depending on the criticality of the prospect and / or the ticket size of the opportunity.
Financial Performance & Vendor Management:

- Contribute to financial goal setting and profit maximization initiatives, particularly related to customer success and platform investments.

- Develop and implement outsourcing strategies, negotiate vendor contracts, and manage vendor relationships to optimize costs and improve platform efficiency.

Team Leadership & Employee Well-being:

- Provide leadership, mentorship, and development opportunities to the Customer Success and Platform Management teams.

- Promote employee welfare and contribute to a positive work environment, supporting grievance redressal efforts as needed.
Third-Party Partnerships

- Identify and develop third party collaborations and innovation opportunities to enhance the capabilities in the platform.

- Strategic mindset is critical to ensure balance between in-house core competencies versus tactical outsourcing to vendors in areas outside of core competencies.
Ideal Candidate: The ideal candidate will be a seasoned and strategic leader with a proven track record of driving customer success, platform innovation, and revenue growth within a technology-driven environment.
They will possess a deep understanding of customer needs, exceptional leadership abilities, and a strong technical aptitude for platform management especially in aviation industry and aircraft maintenance or leasing industry knowledge would be preferrable.
Key Qualifications:
Education:

- Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business Administration, or related field) is required.

- A Master's degree (MBA or related) is highly preferred.
Experience:

- 10+ years of progressive leadership experience in customer success, product management, platform management, or related roles within a technology company.

- Demonstrated success in driving customer retention, account growth, and revenue generation.

- Proven experience in developing and implementing platform strategies that align with customer needs and business objectives.

- Experience leading and managing large, diverse teams, including customer success managers, product managers, and in-house subject matter experts.

- Experience with financial planning, budgeting, and vendor negotiations.

- Experience with outsourcing strategies and managing vendor relationships.
Key Skills & Competencies:

- Strategic Thinking & Vision: Ability to develop and articulate a clear vision for customer success and platform management and translate that vision into actionable strategies.

- Customer-Centricity: A deep understanding of customer needs and a passion for delivering exceptional customer experiences.

- Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams.

- Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate with customers, executives, and internal teams.

- Technical Aptitude: A strong understanding of technology platforms, cloud infrastructure, and software development processes.

- Financial: Ability to understand financial statements, develop budgets, and make sound financial decisions.

- Negotiation Skills: Strong negotiation skills with experience in vendor contract negotiations.

- Problem-Solving: Ability to identify and solve complex problems quickly and effectively.

- Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.

- Change Management: Ability to lead and manage change effectively within a dynamic environment