Vice President, Customer Success Programs & Enablement

| San Francisco
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As a VP Customer Global Success Programs and Enablement you will be designing and implementing programs to help all customers achieve maximum value from the TripActions platform - the industry leading Travel and Expense solution.  Your programs will touch every aspect of the customers success lifecycle and drive high customer engagement, satisfaction, adoption, and retention in every segment.  

This leadership role works with multiple stakeholders across TripActions, partnering closely with Sales, Support, Marketing, Product, Engineering, and Finance. Our Customer Success team has operations throughout the world although this role is located at our HQ in Palo Alto.

Duties

  • Lead a global team to build and execute customer programs and delivery strategy considering the needs of our global customers in all segment sizes.
  • Build out and operationalize an engaging enablement and certification program for customers and employees.
  • Design and own all Webinar content in multiple languages for customer success managers to deliver.
  • Develop intelligent Customer Journeys that help drive the fast success of customers and accelerate time to value of TripActions.
  • Create and manage content in multiple languages for an external knowledge base / portal allowing customers to self-serve answers to their questions and in doing so increase efficiency in the customer success team and improve the customer experience.
  • Work in close partnership with marketing to create automated customer email journeys that drive adoption and usage of the TripActions platform leading to high usage and zero churn.
  • Create and maintain employee knowledge base content to help CSMs and the Support Team be more effective in their roles.
  • Collaborate with marketing and product engineering to ensure cross functional alignment on delivering an amazing customer experience that meets standards of company branding, messaging and design.
  • Manage ‘voice of the customer’ feedback and develop processes to feed back the VOC to internal stakeholders to drive continual improvements..
  • Be a strong leader, helping develop, attract and retain talent.

Experience Required 

  • 15+ years in a customer success or consulting role with 7+ years managing teams.
  • Success managing global teams.
  • Proven track record of building customer success programs and content.
  • Demonstrated building and implementing customer journeys on the Salesforce or similar platform
  • Open and collaborative work style in a face-paced environment.
  • Demonstrate challenging the normal.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • SwiftLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship program
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