FUNCTIONS
Our client, a leading AI and back office automation scale-up, is seeking an experienced Vice President Customer Operations. Your Key Responsibilities: 1. Value Delivery: Pre Sales to Post Sales
* Design & Improve Processes: Architect and continuously refine customer value delivery frameworks spanning solution design, onboarding, implementation, and ongoing support.
* Customer Journey Ownership: Map, monitor, and optimize the customer journey to ensure seamless transitions and measurable value realization at every stage.
* Cross Functional Leadership: Align Sales, Product, Engineering, Marketing, and Partner teams to ensure customer operations reflect product capabilities and GTM strategies.
* Feedback Loop: Implement mechanisms to capture, analyze, and act on customer feedback to improve processes and customer satisfaction.
2. Partner Standards & Training (Enablement)
* Leadership of Enablement Team: Lead the team responsible for defining partner delivery standards, curricula, and training assets.
* Content & Curriculum: Build and maintain sales/playbooks, product collateral, delivery checklists, and technical enablement resources that ensure consistent, high quality partner delivery and messaging.
* Training Programs: Run partner onboarding bootcamps, release/update trainings, and role based enablement paths (sales, solution architects, delivery consultants).
* Alignment with Partner Team: Collaborate with the Partner Team (owner of the Partner Program and partner success metrics) to co design certification paths and requirements.
* Quality Assurance: Define and audit adherence to delivery standards and best practices through spot checks, shadowing, or post project reviews.
3. Account Expansion
* Growth Strategy Execution: Identify and execute upsell, cross sell, and add on opportunities within existing accounts using customer data, usage patterns, and feedback.
* Segmentation & Playbooks: Segment customers to spotlight high expansion potential and deploy tailored engagement and expansion playbooks.
* Advocacy & Referrals: Cultivate champions and reference customers to drive referrals and support new business development.
Interfaces & Collaboration:
* Sales & Pre Sales: Ensure seamless handoffs and value hypothesis validation.
* Product & Engineering: Channel structured feedback, prioritize roadmap requests, and prepare enablement for new capabilities.
* Marketing: Coordinate on case studies, success stories, and partner-facing collateral.
* Partner Team: Align on certification requirements, performance dashboards, and joint QBRs while keeping clear ownership boundaries.
Your Qualifications:
* Executive experience in customer operations, customer success, or service delivery within SaaS, AI, or enterprise software.
* Demonstrated success building and scaling value delivery processes across the customer lifecycle.
* Strong background in partner enablement from a standards/training perspective (program ownership optional but cross-functional collaboration essential).
* Proven track record of driving account expansion and revenue growth from existing clients.
* Exceptional leadership, communication, and cross-functional collaboration skills.
* Data-driven mindset with expertise in journey mapping, segmentation, and feedback analysis.