Experienced Vice President of Customer Service - Trademark Solutions and Brand Protection Expertise Required for a Dynamic and Innovative Company
Introduction to Corsearch and Our Mission
At Corsearch, we are passionate about making the world better and safer for our brand customers and their consumers. As a mission-led company, we are driven by a passion for delivering exceptional trademark solutions and brand protection services. Our team is comprised of individuals who are dedicated to their work and are always thinking about how to improve and expand our services. Whether it's coined trademarks, detailed design searches, counterfeits, or anti-piracy, we are always looking for ways to stay ahead of the curve and provide the best possible support to our customers.
About the Role: Vice President of Customer Service
We are seeking an experienced and strategic Vice President of Customer Service to lead the development and execution of a comprehensive customer service strategy aimed at delivering exceptional support across all customer touchpoints. The ideal candidate will be a customer-centric leader with a proven track record of driving operational excellence and customer satisfaction. As a key member of our team, you will oversee teams responsible for order and renewal management, helpdesk, entitlements, and product technical support, while driving customer satisfaction, retention, and loyalty across our product portfolio.
Key Responsibilities and Duties
- Strategic Leadership: Develop and execute a customer service strategy to ensure high-quality support and service delivery across all customer interactions.
- Team Management: Lead and manage a team of global customer service representatives, fostering a culture of high performance, professional development, and motivation.
- Customer Relationships: Develop and nurture strong relationships with key customers, addressing their concerns promptly and effectively.
- Customer Satisfaction and Retention: Implement strategies to enhance customer satisfaction and Net Promoter Scores, upsell opportunities, retention, and loyalty through effective issue resolution and service delivery.
- Customer Case and Escalation Management: Establish and maintain robust escalation procedures to handle complex customer issues, ensuring timely follow-up and resolution.
- Billing and Invoicing: Collaborate with Finance and RevOps teams to optimize invoicing and billing processes, ensuring accuracy, timeliness, and compliance with financial policies for customers.
- Infrastructure Consolidation: Work closely with Product, Technology, Operations, and Customer Success teams to consolidate and migrate our legacy home-grown CRM systems to a single source of truth.
- Innovation and Modernization: Stay informed on industry trends, best practices, and emerging technologies to modernize our current customer service infrastructure and drive innovation.
- Cross-functional Collaboration: Work closely with product management, customer success, sales, and operations teams to streamline processes and enhance product knowledge, pricing workflows, and order and renewal management.
- Reporting and Analytics: Prepare regular reports and presentations for executive management on customer service performance, key metrics, and improvement initiatives.
- Continuous Improvement: Monitor customer feedback and satisfaction metrics, driving continuous improvement initiatives to enhance overall customer experience and loyalty.
Essential Qualifications and Skills
To be successful in this role, you will need to possess the following essential qualifications and skills:
- Bachelor's Degree: A Bachelor's degree in business administration, management, or a related field; an MBA or equivalent is preferred.
- Proven Experience: Proven experience (10+ years) in a senior customer service management role, preferably in a technology or SaaS company.
- Leadership Skills: Strong leadership skills with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
- Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
- Customer Service Knowledge: In-depth knowledge of customer service principles, practices, and tools, with experience in implementing and optimizing CRM systems.
- Strategic Thinker: A strategic thinker with a data-driven approach to decision-making and problem-solving.
- Billing and Invoicing Experience: Experience in managing complex billing and invoicing processes, preferably within a subscription-based business model.
- Ability to Thrive in a Fast-Paced Environment: Ability to thrive in a fast-paced, dynamic environment and drive change and innovation.
- Proven Track Record: Proven track record of implementing process improvements and driving operational efficiency.
- Strong Analytical Skills: Strong analytical skills and proficiency in using data to drive insights and improvements.
Preferred Qualifications and Skills
While not essential, the following preferred qualifications and skills will be an advantage:
- Industry Experience: Experience working in the trademark solutions and brand protection industry.
- Technical Skills: Proficiency in CRM systems, such as Salesforce, and experience with data analytics tools.
- Certifications: Relevant certifications, such as a Certified Customer Service Professional (CCSP) or a Certified Service and Support Professional (CSSP).
- Language Skills: Fluency in multiple languages, with the ability to communicate effectively with customers and colleagues from diverse backgrounds.
Career Growth Opportunities and Learning Benefits
At Corsearch, we are committed to the growth and development of our employees. As a Vice President of Customer Service, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional Development: Opportunities for professional development and training to enhance your skills and knowledge.
- Mentorship: Mentorship from experienced leaders and colleagues to support your growth and development.
- Cross-functional Collaboration: Opportunities to work with cross-functional teams, including product management, customer success, sales, and operations.
- Innovation and Modernization: Opportunities to drive innovation and modernization in our customer service infrastructure and processes.
Work Environment and Company Culture
At Corsearch, we pride ourselves on our dynamic and innovative work environment. Our company culture is built on the following values:
- Customer-Centricity: A customer-centric approach to everything we do.
- Innovation: A commitment to innovation and modernization in our products and services.
- Collaboration: A collaborative approach to working with cross-functional teams.
- Diversity and Inclusion: A commitment to diversity and inclusion, with a focus on creating a workplace where everyone can belong and be at their best selves.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of perks and benefits, including:
- Competitive Salary: A competitive salary that reflects your experience and qualifications.
- Health and Wellness Benefits: Comprehensive health and wellness benefits to support your physical and mental well-being.
- Retirement Savings Plan: A retirement savings plan to support your long-term financial goals.
Generous paid time off to support your work-life balance.
Conclusion
If you are a results-oriented leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Vice President of Customer Service at Corsearch, you will have the chance to lead and transform our customer service operations, ensuring the highest level of customer satisfaction and operational excellence. Don't miss out on this opportunity to join our innovative team and make a real impact in the trademark solutions and brand protection industry.
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