Vice President, Customer Success at Compeat

| Austin
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Compeat’s Vice President, Customer Success is responsible for the management and development of Compeat’s existing customer base, including all customer segments from SMB to Enterprise. Reporting directly to our CEO, you are an integral part of Compeat’s senior leadership team and will be responsible for ensuring our customers are realizing maximum business value across the Customer Lifecycle, which ultimately results in their renewal, growth of Lifetime Value and Customer Satisfaction. Functions include the Customer Support, Training & Implementation and Account Management (Customer Success) teams. The VP, Customer Success plays a vital role in ensuring the success and happiness of our customers, as well as the growth and expansion of Compeat for years to come!

Key responsibilities:

  • Lead and provide both strategic and tactical direction to the team leaders who provide day to day management of the functions of customer support, training & implementation and account management.
  • Craft a strategic vision for evolving the customer experience and our overall customer service capabilities within the organization.
  • Chart the end-to-end customer journey, identify listening and touch points, develop responses and ensure consistent high quality.
  • Take direct and indirect responsibility for all customer success activities in the business from customer on-boarding, service delivery, support, adoption, customer training, retention, and overall customer health.
  • Foster ongoing company-wide culture of customer service excellence and inspire a customer-centric mentality throughout the organization.
  • Ensure alignment between all customer success functions and key internal stakeholders like Sales, Product Management, Development and Marketing as it relates to driving customer satisfaction
  • Deliver stream-lined customer-facing processes around escalation management, customer account review, customer on-boarding and transition process and communicating the release management process to our customers.
  • Drive the design and implementation of the required organizational structure, processes and procedures needed to scale for growth.
  • Develop relationships with key customers to build loyalty, identify improvement opportunities and increase value delivered by Compeat.
  • Build a strong training/service delivery model

Experience Profile:

The ideal candidate will have a strong balance of strategic thinking and successful, real world execution experience. A strong bias for action is a must. S/he will be a leader of people, as well as an advocate for customers within Compeat and reflect Compeat values in every interaction with customers and team members.

Specific experience and intrinsic characteristics of the ideal candidate include:

  • Bachelor’s degree is required. Advanced degree a plus.
  • PMP or other certifications a plus.
  • SaaS industry experience in a high growth, lower middle market company – playing a leadership role managing a medium to large/complex team.
  • A deep understanding of value drivers in a recurring revenue business (SaaS/managed service) as well as post sales implementation models and processes.
  • A strong knowledge of leading-edge customer support/service delivery concepts and practices and a track record of deploying them.
  • Metric-driven with proven experience leading customer-facing organizations with an emphasis on measurement, metrics, KPIs and analytics.
  • Fiercely customer-centric: You put your customers first AND make them happy; ensuring your teams are always working on ways to WOW them.
  • You make fast, bold moves to ensure delivery to customers.
  • You have built teams that can scale as a business grows. 
  • You put repeatable processes in place to drive efficiency.
  • You have a “fire in the belly” energy – a motivated self-starter and an executor with experience working in an organization whether s/he has had to build a team to scale.
  • Strategic planning and thought leadership balanced with the ability to execute day to day and willingness to “get hands dirty” in support of our customers.
  • Proven ability to recruit "A" players, managing and retaining high performance teams; both technical and non-technical.

Who are we?

Compeat Restaurant Management Systems was founded in 2000 and is headquartered in Austin, Texas. Over the last 19 years we have installed restaurant management software for hundreds of customers in thousands of restaurant locations across the US and Canada. Compeat software is running in every type of restaurant ranging in size from high volume independents to large chain operators. Compeat is the industry leading provider of end-to-end software solutions including accounting, inventory management, business intelligence, and mobile apps.


Compeat Hiring Practices:

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other applicable legally protected characteristics in the location where the candidate is applying. 

Compeat doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Compeat.

 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
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    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularLanguages
    • HTML5/SASS/CSSLanguages
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    • NPMLanguages
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    • ReduxLibraries
    • RESTful API'sLibraries
    • Web/Windows ServicesLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Service Oriented ArchitectureFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Compeat is located in the Domain, close to Rock Rose in the Northside. We're surrounded by retail, hotels, and our passion, bars and restaurants!

An Insider's view of Compeat

What's something quirky about your company?

Half of our senior leadership is female, which is definitely an anomaly. I think the way this has affected the culture of Compeat is extremely positive, and the dynamic it creates feels very inclusive. On a personal level, to see this kind of representation at my company makes me really proud to be here and also inspires me.

Annabelle

Implementation and Training Consultant

What projects are you most excited about?

Currently I'm most excited about Improving the way our customers can order from their vendors. Our Restaurant back office features are battle tested and have been used for millions of hours, so finding ways to continuously improve that experience and bring customers joy, cost savings and efficiencies is very rewarding.

Ben

Senior Product Manager

How has your career grown since starting at the company?

I started where lots of great people started at Compeat, in support. I was able to take more challenging projects and eventually worked my way to Technical Account Manager. Later, I was asked to move over to development, where I currently live as a database developer. Thanks to Compeat, I was able to grow and learn!

Derek

Database Developer

What makes someone successful on your team?

To be successful on the SDR team at Compeat you need to be hungry, outgoing, flexible and tactful. This is an amazing place to grow in a competitive team environment with top notch coaching.Being able to adapt and pivot in this industry is key. Here on the SDR team we are constantly looking for the BEST ways to WIN!

John (JP)

Sr, Sales Development Representative

What are Compeat Perks + Benefits

Compeat Benefits Overview

We’re restaurants peeps, and our industry pros enjoy Compeat for more than just the normal schedule (no more nights and weekends!). We offer a range of competitive benefits that keep our employees happy, healthy, and productive. Benefits include a variety of health insurance options, a generous monthly HSA contribution, a legendary 401k match, fitness subsidies, paid parental leave, sick leave, paid holidays and time off, and more. Our peer-to-peer recognition system fosters team collaboration and allows you to choose your own rewards.

At Compeat, we know our employees are the key to our success so we offer additional perks that support our fun and innovative culture. Our Culture Crew coordinates shuffleboard tournaments, weekly on-site massage therapy, organized community service opportunities, and even monthly in-house happy hours that are catered by our own talented former chefs and pastry artists. Employees enjoy kitchens stocked with snacks, cold beverages, and a state-of-the-art coffee and espresso bar.

Our offices spaces are large, mostly wall free, and decorated to inspire creativity and teamwork. The choice of formal or casual meeting spaces offers the right tone for every topic. And our casual dress code and dog friendly environment are sure to make Compeat the best place you have ever worked.

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Our Culture Crew is a voluntary group of employees from all across the company who meet regularly to plan everything from our monthly birthday happy hours to our annual volunteer day.
Daily Stand Up
Open Door Policy
Team Owned Deliverables
Team Based Strategic Planning
Group Brainstorming Sessions
Pair programming
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Highly Diverse Management Team
At Compeat, our senior leadership team benefits from a 50/50 gender split.
Mean Gender pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Compeat employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $9232 monthly maximum payout.
Dental Benefits
Our dental plan covers up to 100% of expenses for preventative care (elective).
Vision Benefits
The vision benefits plan is a co-pay for annual eye exams and covers up to $130 for glasses and contact lenses.
Health Insurance Benefits
Compeat offers competitive plans based on our employee's choice.
Life Insurance
Life insurance is available up to 5 times an employee's annual salary as elected by the employee.
Pet Insurance
We offer pet insurance through Nationwide.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Compeat provides employees with a 401(k) matching plan managed by [provider]. We match 30% on the employee's contribution.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Compeat offers dependent care FSA programs.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company Sponsored Family Events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Compeat hosts all-company volunteer days and several team outings through the year.
Game Room
Our game room includes Shuffle Board, Video Games, and other entertainment.
Stocked Kitchen
Happy Hours
Happy hours are hosted once a month to celebrate birthdays and at various times to celebrate wins and team accomplishments.
Parking
We offer employees Free on-site garage parking.
Pet Friendly
Compeat's pet policy is dog friendly daily. Hang out with the coolest pups you've ever met.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Compeat offers the ability to attend job related conferences and seminars.
Lunch and Learns
Compeat hosts lunch and learn meetings on occasion.
Cross Functional Training Encouraged
Promote from Within