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VP, Customer Exp. Practice

ConvergeOne

ConvergeOne

Customer Service
United States · Remote
Posted on Wednesday, March 27, 2024

VP, Customer Exp. Practice

Job Locations US-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
* TeleHealth Options (Doctor on Demand)
* Omada Health (healthy living solution)
* ShareCare (fitness incentive of $20 - $40/month)
* SmartShopper (cash reward for searching for low cost treatments)
* Travel Assistance
* Business Travel Accident Coverage
* Pet Insurance
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off


Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by ConvergeOne.

EEO Statement
ConvergeOne provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP.
http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

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