At KwiKom, we enable our communities to get the most out of life by connecting them to broadband, voice and video services with our state-of-the-art fiber optic and fixed wireless network technologies.

The Vice President of Customer Success will provide dynamic day-to-day operational leadership to our Sales, Customer Experience, and Marketing teams, as well as spearhead the development of innovative partnership strategies and oversee the onboarding of new product offerings.

This pivotal role will drive growth, retention and customer satisfaction, while fostering a culture of excellence within the organization. This role works collaboratively with other executives and management to develop and execute on the company’s customer experience and profitable growth strategies. The ability to develop and lead a strong, knowledgeable, proactive team while implementing new business partnerships is critical for success in this role.

Essential Functions / Responsibilities

Develop and implement a comprehensive customer success strategy that aligns with the company's overall goals and objectives.
Provide executive-level leadership and operational management for cross-functional initiatives that directly impact overall customer success and drive customer retention and revenue growth.
Review current processes and procedures and make efficiency improvements that lead transformational growth while ensuring an excellent customer experience.
Lead departmental financial management, including budget planning initiatives, resource and capacity planning, reporting, and monitoring of expenses.
Work with the Customer Experience team to analyze customer feedback and identify process improvement opportunities within the team to drive exceptional customer experience.
Drive customer adoption of the product portfolio, retention and growth strategies to increase lifetime value and reduce churn.
Utilize customer data and analytics to inform decision-making and identify opportunities for improving penetration and customer satisfaction.
Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives and report on progress to senior leadership.
Establish and maintain a robust feedback loop with customers to continually enhance the product and service offerings.
Serve as the voice of the customer within the organization, ensuring customer needs, resolving customer escalations with urgency, and feedback is effectively communicated and addressed.
Perform other duties as assigned.

Education & Qualifications

Minimum of 10 years of experience in customer success, marketing, or related roles within the telecom industry, with at least 5 years in a leadership position.
Bachelor’s degree in Business Administration, Marketing, or a related field.
MBA (or related) preferred.
Effective communicator with a proven track record of building and leading high-performing teams with a focus on customer success.
Ability to think strategically and execute methodically, balancing long-term goals with short-term priorities.
Deep understanding of customer-centric strategies and processes, and the ability to drive customer satisfaction and loyalty.
Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
Demonstrated ability to work collaboratively across departments and influence stakeholders at all levels of the organization.
Proficiency with customer success platforms, CRM systems, and other relevant technology tools.

KWIKOM Communications

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Vice President of Customer Success