Job Title: VP, Customer Success EMEA region
Position details: Full-time, exempt, remote position in South Africa
Reports to: Global VP, Customer Success

Mission
The mission for this role is to ensure that a standard, high quality process for onboarding customers across the EMEA territories is followed. You should also continually strive to improve both the efficiency and effectiveness of the onboarding process. Key elements of this role will be to ensure the specified tools, templates and best practices are followed to ensure customers experience a:

• smooth
• rapid and
• effective onboarding process

You will work closely with the Director of Onboarding and Chief Operating Officer, your direct report. Specifically you will be required to grow, refine and entrench the Netstock philosophy of customers for life within the territories in the EMEA regions. This will require you to work closely with the Customer Success heads of each territory.

Outcomes
Across all the EMEA territories:

• A documented standardized process for onboarding is being followed
• Ensure templates for:
  • An onboard plan and emails
  • agendas and outcomes for milestone meetings
  • Documentation describing the process for all key project meetings are being used.
• Ensure that the selected project management tool to track and manage onboarding projects is being used and time is being recorded appropriately.
• Customers that are well trained and effectively using the Netstock tool to drive them towards their documented and stated goals
• A mechanism for tracking and ensuring that customers remain on track and alerting the support and professional services teams when:
  • system use is declining
  • inventory performance is deteriorating
  • new users have been added
  • The Custodian/ Sponsor has moved to a different role or left the company
• A process to facilitate constant inter territory interaction ensuring that we are constantly striving for process improvement
• A structure to ensure feedback to the development team on elements for platform improvement to enhance onboarding efficiency.
• A set of standard tools for facilitating data refinement and project onboarding
• Input to the L&D program for evaluating, educating and developing onboarding staff as well as improving the delivery of customer training.

On top of these outcomes you will be accountable for managing and running the UK CS team.

Key results and objectives will be to ensure that for the EMEA region:

• The agreed churn targets are achieved
• Additional KPIs around implementation will be developed over time and added to the OKRs for this role.

Competences

• Cross functional
  • Must be able to work across time zones with key people in each territory to establish a consensus on best practice
• Influence
  • Ability to influence people and drive process change and innovation
• Coaching
  • In conjunction with the L & D you will need to help develop training programs to onboard new team members and improve the skill set of existing staff
• Customer Communication Skills
  • Ability to work with customers to extract ideas for improvement to the onboarding process
• Project Management Skills. As this role has many moving parts the ability to:
  • manage a global project across multiple disciplines as well as
  • summarize and report progress to the management team is essential
• Onboarding Experience
  • At least a few years experience in onboarding customers
• Inventory Management Knowledge
  • A good understanding of inventory management principles

Behavioral Attributes

• Efficiency
  • Able to produce significant output with minimal wasted effort
• Integrity
  • Has a high degree of integrity and speaks plainly and truthfully
• Organization and planning
  • Plans, organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities
• Agile
  • Moves quickly and with precision but is never abrasive.
• Analytical skills
  • Uses critical thinking to structure and process qualitative or quantitative data to draw conclusions. Exhibits a probing mind to achieve insights
• Proactivity
  • Acts without being told what to do
• Communication
  • Speaks and writes clearly and articulately without being overly verbose and talkative. Maintains this standard in all forms of communication
• Teamwork
  • Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship across the world

About Us
Netstock is a leader in providing inventory optimization and supply/demand planning tools to businesses worldwide. As we continue to expand, we are looking for a dynamic Partner Marketing Manager to drive joint marketing initiatives with some of the leading enterprise software solutions: Sage, Microsoft, NetSuite, and Acumatica. This role will be crucial in building and managing strategic partnerships, aligning marketing strategies, and executing co-branded campaigns to drive mutual growth and market share. https://www.netstock.com/