SVP- Customer Success & Platform Management

Job Title: Senior Vice President (SVP) - Customer Success and Platform Management

Summary: The SVP of Customer Success and Platform Management will be a strategic leader, responsible for driving customer retention and growth by delivering a world-class customer service and platform experience. This role requires a deep understanding of customer needs, technical expertise in platform management, and strong leadership capabilities.

Key Responsibilities:

o Customer Retention & Growth:

 Develop and execute strategies to maximize customer retention, drive account growth, and enhance customer lifetime value.

 Champion a customer-centric culture across the organization.

o Platform Vision & Strategy:

 Lead the development and implementation of the platform vision and strategy, ensuring alignment with customer needs and business objectives.

 Oversee product development and innovation initiatives to continuously improve the platform.

o Operational Excellence & Scalability: Ensure the stability, scalability, and security of the platform.

 Develop and implement operational policies and procedures to optimize platform performance and efficiency.

 Provide guidance and direction to reporting managers on critical operational issues related to the platform.

 Coordinate with the SVP-Product Development on key development road maps and ensure alignment to customer needs as well as feature gaps, innovations and platform enhancements.

o Sales Enablement & Support:

 Support sales efforts with technical expertise, pricing agreements, and RFP processes, ensuring the sales team is equipped to effectively sell the platform.

 Oversee product demonstrations and presentations to prospective clients, including participation in demonstrations where necessary depending on the criticality of the prospect and / or the ticket size of the opportunity.

o Financial Performance & Vendor Management:

 Contribute to financial goal setting and profit maximization initiatives, particularly related to customer success and platform investments.

 Develop and implement outsourcing strategies, negotiate vendor contracts, and manage vendor relationships to optimize costs and improve platform efficiency.

o Team Leadership & Employee Well-being:

 Provide leadership, mentorship, and development opportunities to the Customer Success and Platform Management teams.

 Promote employee welfare and contribute to a positive work environment, supporting grievance redressal efforts as needed.

o Third-Party Partnerships

 Identify and develop third party collaborations and innovation opportunities to enhance the capabilities in the platform.

 Strategic mindset is critical to ensure balance between in-house core competencies versus tactical outsourcing to vendors in areas outside of core competencies.

Ideal Candidate: The ideal candidate will be a seasoned and strategic leader with a proven track record of driving customer success, platform innovation, and revenue growth within a technology-driven environment. They will possess a deep understanding of customer needs, exceptional leadership abilities, and a strong technical aptitude for platform management – especially in aviation industry, aircraft maintenance, Cloud Infrastructure, IT Processes or leasing industry knowledge would be preferrable.

Key Qualifications:

 Education: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business Administration, or related field) is required. A Master's degree (MBA or related) is highly preferred.

 Experience:

o 10+ years of progressive leadership experience in customer success, product management, platform management, or related roles within a technology company.

o Demonstrated success in driving customer retention, account growth, and revenue generation.

o Proven experience in developing and implementing platform strategies that align with customer needs and business objectives.

o Experience leading and managing large, diverse teams, including customer success managers, product managers, and in-house subject matter experts.

o Experience with financial planning, budgeting, and vendor negotiations.

o Experience with outsourcing strategies and managing vendor relationships.

Key Skills & Competencies:

 Strategic Thinking & Vision: Ability to develop and articulate a clear vision for customer success and platform management and translate that vision into actionable strategies.

 Customer-Centricity: A deep understanding of customer needs and a passion for delivering exceptional customer experiences.

 Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams.

 Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate with customers, executives, and internal teams.

 Technical Aptitude: A strong understanding of technology platforms, cloud infrastructure, and software development processes.

 Financial: Ability to understand financial statements, develop budgets, and make sound financial decisions.

 Negotiation Skills: Strong negotiation skills with experience in vendor contract negotiations.

 Problem-Solving: Ability to identify and solve complex problems quickly and effectively.

 Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.

 Change Management: Ability to lead and manage change effectively within a dynamic environment.