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VP of Customer Strategy & Operations

San Francisco

Formation is seeking a Vice President of Customer Strategy & Operations to lead Formation’s post-sales organization. You will be a member of Formation’s leadership team and have direct responsibility over customer success, professional services, customer support, training/education, and customer account and relationship management. We are looking for a skilled leader that will establish and evolve business and technical processes while building and strengthening long-term customer relationships with our Fortune 500 clients.

Formation is the global leader in developing scalable solutions for individualized offers. Our solution drives business results by building and deepening our customers’ relationships with their customers. We do this by automating the deployment of individualized offers across digital and physical channels. Formation’s solution leverages artificial intelligence (AI) and machine learning (ML) to deliver superb experiences through unique 1:1 offers that appeal to each customer.

As head of Formation’s Customer team you will lead and scale multiple teams to deliver best-in-class product, service, and account support to Formation customers. You and your team will be responsible for creating strategic, lasting relationships with our customers. You will own the onboarding and launch of customers, delivery of services, identification of new use cases, strategic account management, as well as proactive and reactive customer support.


Key Responsibilities:

  • Define and drive the ideal customer experience in close partnership with senior leadership and cross functional collaboration across departments
  • Own on-boarding and launch of new customers and use cases, accelerating time to revenue for both the customer and Formation
  • Build and own Formation’s Professional Service Engineering team for implementation and operation of technical services
  • Build relationships with a diverse set of stakeholders internally and externally to garner support for the strategic implementation of the Formation platform
  • Ensure that our customer's needs are being heard, internalized and coordinating with product management to translate into enhancement requests
  • Drive annual and quarterly strategic planning for all post-sales activities
  • Serve as a key voice of the customer within the leadership team to influence product and business strategy
  • Present Formation’s Service capabilities in sales engagements to prospects
  • Develop, monitor, and improve upon key performance indicators with weekly reports to internal stakeholders and quarterly reports to external stakeholders
  • Partner with Finance to streamline processes and drive data-driven decisions
  • Collaborate with Business Development and Finance on contracts and statements of work

Skills and Experience:

  • Experience at the executive level, leading global teams of scale focused on enterprise post-sales for Fortune 500 customers.
  • Minimum 10 years experience in post-sales roles and 5 years experience in post-sales leadership roles.
  • Proven track record of building trusted advisory relationships with executive-level enterprise clients
  • A passion for customer success and engagement and a service mentality
  • Executive-level communication and presentation skills, both verbal and written
  • Proven record of establishing and maintaining business partnerships and relationships
  • Experience in using data to derive ROI / value consulting
  • Experience in marketing technology with an emphasis on implementing large-scale, complex enterprise SaaS products is strongly desired
  • Familiarity with Machine Learning and Data Science is a plus

About Formation

Formation is the global leader in developing scalable solutions for individualized offers. We drive business results by building and deepening the relationship between big brands and their customers.

We use artificial intelligence (AI) and machine learning (ML) algorithms to constantly analyze an audience and fine-tune offers. Our approach enables offers to become smarter and more effective with each customer interaction, resulting in a better experience.

We believe differing perspectives + passionate discourse achieve the greatest outcomes. We give our whole selves and we are building a team we can learn from. We are committed to inclusion and diversity and we are an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

Also, we are thrilled to be named one of the Top 50 startups by LinkedIn! Every member of our team makes Formation a special place to work and grow. Come join us and see for yourself!

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