VP of Customer Success (Head of)
Location: US, CA, Hollywood
Employment type: Full-time
Required experience: Director
Required education: Bachelor's Degree
Industry: Apparel & Fashion
Function: Other
Company profile: NuORDER is the fast-growing, venture-backed startup changing the way a $130 billion industry does business.  An enterprise-class, wholesale e-commerce application for the fashion industry, NuORDER helps brands run their businesses in a smarter, smoother, more efficient way.  NuORDER is an innovative two-way sales solution and marketplace that allows brands and retailers to conduct their wholesale business online.  Eliminating the need for pen and paper, the cloud-based platform empowers brands to sell more in less time and allows retailers to make purchases more effectively.  In short, NuORDER is e-commerce for wholesale. Highlights Raised $13M+ in funding from top tier investors and industry veterans.Upfront Ventures (#URL_b16dc87b632726fe0c1c6c01c01d38e93f1fcf0414f6cf77caa60bd74b9c5ba1#) Greycroft Partners (#URL_e92f987773d20ba70d8539741ac1f9e142610a3a12331737e85f0700395bbc90#)Creative Artists Agency (www.caa.com)Cowboy Ventures (#URL_719340aef4872adc9cafd8b369168c5a0fce6645fb5a8149fb38b31ed893afc2#)Rachel Zoe (#URL_52b5abba2c7b281b3a6eb79e7e95d54175c4b8ef1b7bc7e204e2dc64b3eebd1e#) In under 2 years the company has scaled to working with over 500+ leading fashion bands and over 80,000 registered retailers.NuORDER’s raison d’être - To streamline and simplify fashion e-commerce. Join the revolution.
Description: The VP of Customer Success will be responsible for ensuring that NuORDER’s growing client base fully utilizes the leading wholesale SaaS platform and effectively integrates it into their business workflow.  The right candidate will oversee the customer support, account management and technical support functions for the company with a focus on driving renewals.Specifically…Set the overall vision and strategic plan for the Customer Success organization; execute against the plan, building and scaling the Customer Success function for NuORDER.Recruit, develop, lead and retain a Customer Success & Technical Support team dedicated to customer success and long-term customer partnerships.Manage and drive the team to hit established quarterly KPI targets for client success and growth.Drive the creation, presentation and negotiation process of renewal proposals.Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, on-boarding, implementation services and training).Build and nurture C-level relationships across top accounts to solidify partnerships.Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company.Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of NuORDER product features and services.Develop the reporting and infrastructure needed to maximize customer success and team performance; identify operational inefficiencies and improve them.Use quantitative and qualitative analysis to drive operational excellence in customer engagement.Identify and establish appropriate KPIs and dashboards reporting to Co-CEOs to measure company performance as it relates to customer success, customer usage, engagement and renewals.Oversee the Account Management team to help roll out new features, educate the customers on said features and upsell/cross-sell as appropriate.Deliver transformational leadership so that the CS team is highly motivated and engaged.Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
Requirements: EDUCATION: BA/BS required.  Advanced degree a plus!EXPERIENCE: 7-10+ years of proven experience driving a Customer Success/Account Management organization for a world-class enterprise SaaS.Demonstrable experience in building out a best-in-class Account Management/Customer Success function for a SaaS company.A true people leader that can drive operational excellence and able to be a customer advocate within the executive team.Proven experience in setting goals and leading a team to drive customer success.Possess a mix of analytical and creative skills to find innovative solutions for clients while providing world-class service.Strong analytical ability and metrics orientation; able to define and analyze support metrics to provide insights and recommendations on how to optimize and improve NuORDER’s support services, processes and procedures.  Strive for service excellence.Able to effectively collaborate with various business units across the Company to ensure successful onboarding of clients.A detailed and meticulous individual able to accurately and thoroughly document your work.An excellent communicator; written, verbal, and interpersonal.  Ability to present to groups both large and small.Comfortable working in deadline driven environments and able to deliver results within project timelines.Highly responsible and responsive, self-motivated and able to thrive in a fast-paced, energetic, creative and results-driven environment.Strong work ethic and able to work effectively both independently and in collaborative team environments.Hands-on; completes tasks and dependable; proactive in nature.Knows what needs to be done and operates with a sense of urgency, focus and discipline.A team player, with a strong sense of ownership and a 'get things done' attitude.Above all, ethical, fair and of highest integrity and character.
Benefits: WHY NUORDER?NOT because we offer a competitive salary + stock/equity options + benefits.NOT because we offer all the usual startup perks, fully stocked kitchen, flexible time off, etc.NOT because we are located in a penthouse office in Los Angeles with great view and rooftop access. BUT:Because you will be an impactful part of the early team, shaping the company and changing an industry.Because at NuORDER, you will have the opportunity to push the envelope, build a team and develop the processes and procedures that will directly impact the Company’s bottom line. Because you take pride in what you do and you want to build a world-class Customer Success organization. Because you really care about how the product will impact the users, our customers. Because you want to work at a place that values "getting things done.”But most importantly, because you want to work with other incredible minds and you are aligned with NuORDER’s vision. NuORDER is not just looking for an employee.  We are looking for a leader to be an integral part of the company changing the concept of B2B.
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