VP, Customer Exp. Practice

at ConvergeOne in Bloomington, Minnesota, United States

Job Description

VP, Customer Exp. Practice
Job Locations

Virtual Office

Position Type 
Regular Full-Time  

Requisition ID 
2024-5872  

Category 
Other
C1 Company Overview

ConvergeOne: 1 Contact, 1 Connection, 1 Choice
ConvergeOne is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is ConvergeOne.
Charged By Greatness video: https://youtu.be/oX-OVtcfDqU

Overview

Summary
The Vice President, Customer Experience is instrumental in building and leading the company's CX practice. This role presents a unique opportunity to shape the direction of our customer experience strategy, drive revenue growth, and position C1 Gov as a leader in the CX market.

Responsibilities

Essential Functions:
Develops Customer Experience Practice Strategy:
Defines the vision, goals, and strategic roadmap for the customer experience practice, aligned with the company's overall objectives. Identifies market opportunities and develops innovative solutions to address the evolving needs of government customers
Builds and Leads the Practice Team:
Recruits, onboards, and develops a high-performing team of professionals with expertise in customer experience strategy, design, and implementation. Provides leadership, mentorships, and guidance to enable the team to excel in their roles
Product and Service Development:
Collaborates with internal teams to design and develop a portfolio of industry-leading customer experience products and services tailored to the unique requirements of government customers. Ensures alignment with market needs and competitive differentiation
Go-to-Market Strategy:
Develops a comprehensive go-to-market strategy for customer experience products and services, including pricing, packaging, positioning, and promotion. Identifies key target segments and establish partnerships to expand market reach
Sales and Business Development:
Drives sales and revenue growth by establishing strong relationships with government clients, understanding their pain points, and positioning our customer experience offerings as solutions to their challenges. Leads sales efforts and support business development activities to drive pipeline growth and win new business
Thought Leadership and Innovation:
Stays abreast of industry trends, emerging technologies, and best practices in customer experience. Leverages insights to drive innovation and thought leadership in the government sector, positioning C1 Gov as a trusted advisor and partner
Performance Measurement and Optimization:
Establishes KPIs and metrics to measure the success of the customer experience practice. Continuously monitors performance, identifies areas for improvement, and implements strategies to optimize results and drive customer satisfaction and loyalty

Qualifications

Required Qualifications:
Bachelor's degree in business, marketing, or a related field
Proven track record of success in creating and leading customer experience practices or initiatives in the government space
Strong understanding of government procurement processes
Strong leadership and management skills, with the ability to inspire and motivate teams to achieve ambitious goals
Deep understanding of customer experience principles, methodologies, and technologies, with the ability to translate customer insights into actionable strategies and solutions
Strategic thinker with a track record of developing and executing innovative business strategies that drive revenue growth and market expansion
Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization and with external clients
Results-oriented mindset with a focus on delivering measurable business impact and driving customer satisfaction and loyalty

Desired/Preferred qualifications
Master's degree

Additional Information

ConvergeOne BENEFITS

* 401(k) Plan (35% match per dollar up to 10%)
* Health Coverage (BCBS of MN with National Network + Kaiser CA)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
*... For full info follow application link.

EOE of Minorities/Females/Vets/Disability