VICE PRESIDENT, CLIENT SERVICES

Lyte is seeking a Vice President of Client Services to provide strategic leadership for our Client Services team. This team manages and grows our existing client accounts by devising and implementing both scalable and personalized strategies, developing strong relationships while understanding and delivering on both company and client objectives. This team is measured in client satisfaction (reflected in retention rates) and revenue. 

THIS ROLE WILL:

·      Develop trusted advisor relationships with top accounts and internal executive sponsors thereof, such that all activities are closely aligned with the client and company's business case and strategy, allowing the full potential of Lyte platform to be realized

·      Increase the customer lifetime value of all accounts through broader product usage, deeper product expansion, increased client health scores

·      Continue the company's impressive client retention rates and year-over-year revenue growth by proactively managing the renewal pipeline while systematically identifying potential areas for product or use case expansion in our client base

·      Develop, implement, and monitor key metrics and objectives across customer support, implementation, and account management, providing insight into customer growth and health while giving client service staff tools to identify growth opportunities and underperforming assets and codify the actions of positive outliers to ensure that lessons learned and best practices are shared and scaled

·      Partner with the sales and marketing teams to ensure clients understand the potential of the platform and are properly prepared to utilize it for their businesses

·      Grow and develop leaders in the client services team by recruiting, training and coaching top-tier talent 

·      Improve processes and enhance team effectiveness through automation, simplification, and standardization. Apply best practices to leverage existing tools (CRM, reporting and analytics suites, etc) while identifying and making the use case for others as-needed

·      Constantly evaluate the best approach to team organization/client segmentation, team incentives, technology, and processes to deliver a great client experience

·      Develop a culture of proactivity, transparency, and accountability, striving for nothing less than 100% client satisfaction

·      Anticipate, communicate, and facilitate new client needs and/or product enhancements that will help both the client and Lyte be more successful

·      Assemble and leverage a cross-functional team - including Product, Fan Experience, Sales, and others as needed - to drive desired outcomes for clients and Lyte. Be the “voice of all clients” within the company

·      Contribute to new business growth by encouraging client advocacy and reference ability

·      Ensure that the team is continually developing its business and marketing expertise

·      Be responsible for self-development and seek opportunities for same

THE SUCCESSFUL CANDIDATE WILL: 

• Have 10 to 15 years of related client service experience with at least five-plus years as  leader in high-growth environments

• Present a proven track record of success meeting or exceeding revenue targets while improving retention, upsells, and client satisfaction in a high-growth, tech-enabled business

• Demonstrate a deep competency in using data to measure the performance of each client and team member to improve every step of the client experience, from the initial onboarding to renewals

• Be outcome-focused, but be able to develop scalable process that allows the time to identify ways to improve client satisfaction (using data analytics, automation and efficiency)

• Know how to hire and motivate teams, build a great culture, leverage an advanced tech stack, and know how to successfully scale a business, combining first-hand knowledge of what a successful client services organization at a $100MM company looks like with your execution chops to implement this vision.

COMPENSATION/REWARDS:

· Competitive salary including meaningful equity

· 401(k) plan

· Flexible vacation policy, take the time you need

· Above-market medical, dental, vision and life insurance

· Annual ticket stipend

· Museum membership

· Health & wellness stipend

· A mature team of people who realize that work life balance requires rigor, discipline and internal organization

· Awesome opportunities to occasionally interact with all walks of life in the music and entertainment industry