Who We Are
Veriforce® is a recognized leader in delivering supply chain risk management and compliance solutions that help bring workers home safe each day. Our SaaS-based contractor management and compliance software solutions, along with our standardized safety training programs and library of over 400 training courses, empower leading organizations to drive safety and compliance down to the worker level and more effectively mitigate supply chain and regulatory risk. With the industry’s largest safety and compliance network – comprised of 350 hiring clients, 25,000 contractor companies, 11,000 accredited safety trainers and authorized evaluators, and 1.5 million individual workers – Veriforce is relied upon for innovative risk management solutions that help connect safety-conscious companies with a safe and qualified third-party workforce and make job sites safer, more productive, and more efficient.
The Role You’ll Play
You will work to forge deep and growing relationships with Veriforce clients. Wins for this position are visible through KPI’s that specifically illustrate reduced customer churn, existing customer growth, high customer engagement and satisfaction. This role interfaces and works closely with other operational areas of the business including Sales, Marketing, Product, and Engineering departments. You will be responsible for hitting annual retention and expansion targets, strengthening customer and key stakeholder relationships, understanding customer needs and trends, delivering an exceptional customer experience and continuous customer value.
Location: Preference is for this position to be located at our headquarters in Covington, LA. The position may also be based in our second corporate offices located in The Woodlands, Texas.
Your Core Responsibilities Will Be:
Be a world class Customer Success team member that delivers value through the customer-centric vision of our company
Develop and execute effective customer lifecycle journeys to ensure ongoing value delivery, program adoption, customer engagement, and retention across customer audiences
Develop risk mitigation strategies and playbooks by customer segment to ensure ongoing high customer retention
Coordinate with marketing and training departments to develop communication and educational support tools for customers
Develop and manage systems and materials to support low-touch, technology enabled service to our valued and low touch customers
Work with the product team to identify areas of improvement and innovative features/programs to better support Contractor Management and Learning Content customers
Deliver an increased customer lifetime value to Veriforce through ownership of the contractor lifecycle from onboarding through annual renewals
Identify expansion opportunities for retention and growth through increased adoptions and stakeholder engagement
You’ll Bring These Attributes to the Table:
Bachelor’s degree required in business management, economics, or finance. MBA preferred.
4 years+ experience in successful customer success management, account management, or sales in high growth technology or technology-enabled service business
3 years+ demonstrated success in CSM practice including: logo retention of 90%+, upsells, expansion of 20%+, new adoptions, NPS demonstrating high customer advocacy
Oil & Gas industry experience preferred
Experience utilizing Salesforce to manage Customer Success processes and KPI’s