Vice President, Customer Service

Position Overview: Fleet is looking for a pragmatic, scrappy, entrepreneurial, experienced leader for this critical role. The Vice President, Customer Service will be responsible for building and leading Fleet’s customer support model, defining and operating the end-to-end customer experience and the corresponding people, process and system requirements to support Fleet’s evolving product portfolio. This is an opportunity for a veteran customer service leader to design and build a service and support model from a “blank sheet of paper,” bringing to bear lessons learned (good and bad) from previous roles and experiences to create a unique and world class model. This role will be an integral contributor to building the Fleet business and as such will have the opportunity to make a significant and lasting contribution to a new business during a phase of unprecedented growth. Responsibilities:

• Customer Experience Vision: Define the post-sale customer experience end-to-end, inclusive of customer comms/touch points, reporting, readouts (e.g. QBRs), stakeholder coordination, etc. This is a “blank sheet of paper” exercise requiring a combination of experience, perspective and creative thinking. Fleet is not encumbered by how things have been done in the past, but rather seeks to do things uniquely well moving forward.
• Customer Onboarding and Account Management: Execute on the customer experience vision described above. Define processes for customer onboarding and account management to support the customer experience vision. Over time, as Fleet’s customer 1 base grows, build and lead a team who will consistently deliver on Fleet’s vision for a world class customer experience
• Billing: Lead the development of Fleet’s billing approach and systems. Partner with legal and finance teams to understand relevant billing requirements
• Incident Management: Partner with cross-functional stakeholders to define and lead incident management process, policies, reporting and communications (internal, customer and external facing). Lead the development of external/PR approach related to incident management
• Systems/IT Roadmap and Planning: Define requirements and contribute to system selection for all systems to support the customer life cycle. Serve as a thought leader on roadmap development and prioritization, gathering and prioritizing input from crossfunctional stakeholders and overseeing development and implementation.
• Systems/IT implementation: Partnering with the Tract Capital (centralized) IT team and outside resources as appropriate, lead the implementation of Fleet’s roadmap modules, working with stakeholders to provide training, facilitate UAT and manage implementation through to steady state
• KPI Development and Reporting: Develop, produce and analyze KPIs measuring customer account health. Provide analysis and recommendations to leadership and internal stakeholders
• Product Processes and Support: Lead the development and continuous optimization of delivery and support processes, timelines, milestones, etc. Partner with the engineering and product teams, contribute to the definition, development, documentation and ongoing management of Fleet’s product and service portfolio including SLAs, designs, features, equipment, timelines
• Customer Satisfaction: Define, implement and manage Fleet’s customer feedback/ satisfaction program and associated reporting, internal communication and stakeholder management

Experience and Qualifications:

• The successful candidate will have experience and practical expertise in the following:
• Wholesale data center experience is a hard requirement for this role.
• Proven track record in customer service, service delivery, service assurance or other product or operations related functional area(s)
• Genuine passion for customer service 2
• Experience in a start-up company and/or a high-growth, rapidly scaling company a plus
• Excellent people leadership skills, both direct team members and the ability to galvanize stakeholders across many functions and levels
• Superior analytical and quantitative skills; experience developing and managing to KPIs and financial metrics
• Strong ability to balance analysis with action – critical in a rapid scale-up environment
• Excellent multi-tasking, organizational and communication skills
• BS/BA in an engineering or technical discipline preferred; MBA a plus
• Willingness to travel, est. Apply tot his job

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