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
This position works to create and execute the vision of Customer Success for Veriforce teams that help ensure our service delivery is aligned to the long-term success of our customer base. This role oversees departments including Customer Portfolio Management, Contractor Success, Instructor & Evaluator Success, and Customer Success Enablement. This role interfaces and works closely with other operational areas of the business including Sales, Marketing, Product, and Engineering departments and is instrumental in defining and managing procedures that span multiple teams.
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.
What Success Looks Like
You will hit annual retention and expansion targets, strengthen customer and key stakeholder relationships, understand customer needs and trends, and effectively build and manage teams to deliver an exceptional customer experience and continuous customer value. Wins for this position are visible through KPI’s that specifically illustrate reduced customer churn, existing customer growth, high customer engagement and satisfaction.
Your Core Responsibilities Will Be:
Build a world class Customer Success Team that delivers value through the customer-centric vision of our company
Develop and execute effective customer life cycle journeys to ensure ongoing value delivery, program adoption, customer engagement, and retention across customer audiences
Lead department managers and supervisors to meet contractor compliance and productivity targets
Ensure excellent customer service and follow through as evidenced by contractor touches, chat, call, CSAT, and NPS scores
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
Create internal process efficiencies, process documentation and management of change to provide an exceptional customer experience at scale
Oversee creation of new hire orientation, training, and staff development paths for support teams
Lead the design and implementation of Salesforce within each department to drive efficiencies, improve service, and streamline management reporting to improve customer health visibility
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 life cycle from on-boarding through annual renewals
Identify expansion opportunities and lead portfolio teams to leverage opportunities for retention and growth through increased adoption sand stakeholder engagement
You’ll Bring These Attributes to the Table:
College degree required in business management, economics, or finance. MBA preferred.
6+ years experience in successful CSM strategies and tactics 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%+
NPS demonstrating high customer advocacy
Experience leading customer success managers with up to 50 accounts and an ACV of $2MM+
Successful track record building CSM teams
Oil & Gas industry experience preferred
Proficient in MS Office, G Suite, and Salesforce