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Vice President of Client Success (Charlotte, US)

Passport

About the Role:

Passport’s Vice President - Client Success (CS) is responsible for building, maintaining, and fine-tuning Passport’s revenue retention and growth engine. The VP - CS partners strongly with leaders across the organization to turn clients into brand champions and position Passport as the partner-of-choice for curb space management. By creating an engaging CS work environment, the VP - CS will inspire the successful design and delivery of a world-class client experience leading to increased loyalty and revenue. This position serves as a member of Passport’s Leadership Team and reports to the Chief Revenue Officer.

Responsibilities:

  • Builds, develops, and inspires a team capable of providing a world-class revenue generating client experience
  • Partners in design and oversight of a strategy which enables clients to successfully leverage tools, resources, and enablement services provided by Passport to drive toward retention, and up/cross-sell goals
  • Leverages data to set expectations for account penetration and growth targets
  • Ensures team is delivering against key performance metrics and inspires improvement in collaboration with peers
  • Oversees, participates in, and optimizes Passport’s Client risk mitigation strategy in partnership with executives, leaders, and other functional areas
  • Drives timely contract renewals and ensures a winning strategy that grows backlog revenue
  • Creates and delivers actionable responses to data by identifying opportunities to continually grow retention and revenue
  • Understands and utilizes internal and client data to drive better business decisions, predict/increase revenue, and optimize processes
  • Identifies opportunities to protect existing revenue and analyze revenue variances
  • Monitors established key Client Success metrics and process development to continue scaling and growing the Client Success function
  • Collaboratively maintains the client loyalty measurement program to assess and grow Passport’s promoter base while reducing detractors
  • Owns responsibility for the financial integrity of the CS organization in support of Passport’s overall financial health

Qualifications:

  • 15+ years of work and progressive responsibility in Client Success in high-growth enterprise SaaS environments
  • 10+ years of related leadership experience
  • Demonstrates a strong sense of valuing employee growth and development, as well as diversity
  • Strong background leveraging data in the decision making process
  • Possess high EQ and the ability to create alignment across cross-functional teams to drive results
  • Ability to mentor hands-on, vision-set, and build a team to create a culture of accountability, empowerment, and success
  • Excellent written and verbal communication skills, ability to synthesize complex issues and communicate into digestible messages
  • Ability to engage in Executive and Leadership Team level discussions in an informative and concise manner
  • Must display excellent problem-solving skills with all levels of internal and external clients

About You:

You live and breathe the client lifecycle and understand how to cultivate deep and long lasting client partnerships that result in mutually beneficial outcomes. You recognize that employee engagement is the path to client success. You have a passion for building and inspiring teams of top performers and creating an environment where they can grow and recognize their personal and professional goals. You are a strong communicator and collaborator who spreads an infectious enthusiasm for client success.

About Us:

Passport is a transportation software and payments company that builds technology for more efficient streets and sidewalks. Based in Charlotte, North Carolina, Passport is trusted by more than 1,000 cities, universities and agencies, including Chicago, Toronto, Los Angeles, and Miami. Passport’s digital platform helps cities manage parking and mobility infrastructure, creating more livable, equitable communities. One of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists, Passport was also named to Fast Company’s World’s Most Innovative Companies for 2020.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status, or other category or classification protected by applicable law.

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