VP, Strategic Accounts

| Greater Boston Area

Headquartered in the Boston area, Interactions, LLC is the world’s largest independent AI company.   We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries.   Leading global brands in a variety of industries rely on Interaction’s conversational AI technology to communicate with their customers every day. 


At Interactions we are committed to transforming customer experience and passionate about the professional and personal development of our talented and enthusiastic team. We endeavor to create opportunities that advance the skills, interests, careers and lives of our employees.  Come join our growing team!

Position Overview: 

The Vice President, Customer Success will have leadership experience to inspire the team, develop global strategic objectives and lead the execution of innovative approaches that optimize the customer experience and develop customer advocates.  This position will be responsible for developing, defining and executing strategies focus on the customer success, customer relationship and growth strategy.   

You must have the ability to work in a fast-paced environment with a maniacal focus on the details guiding customer growth across Interactions product portfolio. You will work closely with the EVP, Customer Success Leadership team and collaborate with key stakeholders across the company to influence strategy across the entire organization.

The Vice President, Customer Success will be responsible for individual accounts as well as oversight of resources that have strategy planning, execution, and penetration responsibilities on a portfolio of accounts.

Ability to demonstrate Interactions Values of:

○       Being passionate about customer service

○       Obsessing with our customer’s success

○       Respecting each other

○       Creating opportunity

○       Embracing disruption

○       Doing what we say we will do

Essential Job Functions:

  • Ability to manage a global, world-class Customer Success team and build roadmaps for how to strategically engage, retain, and grow key strategic accounts
  • Ability to analyze the current state (digging into the numbers!), assessing where we have opportunities to improve, and innovating to optimize for the customer experience and success
  • Work with key internal stakeholders to understand which services and processes result in customers’ long term happiness and turns them into advocates of our products and services
  • Drive excellent outcomes by using data to inform strategy and drive revenue
  • Use your operational and financial understanding to run account plans and playbooks at scale 
  • Become an “Interactions Evangelist”, through speaking engagements, social media and other events 
  • Identify best in class practices to improve design and implementation of enterprise care solutions 
  • Demonstrated success exceeding expectations in retaining and growing customer relationships, within a fast-paced and constantly evolving environment (ideally B2B driving revenue for existing customers)
  • Drive Add-On opportunities within existing base to get deep and wider with existing customer base
  • A track record of success - proven experience effectively communicating objectives to align with the rest of the organization and driving team behavior to execute with customers
  • Experience leading large, global customer success teams with proven leadership, team management and coaching skills

.

Preparation, Knowledge, Skills and Abilities: 

  • Minimum of 10 years of proven progressive leadership experience in a service related industry: Customer-facing team leadership and account relationship strategy experience
  • Proven capability to develop and execute strategic and long-range plans across a wide scope within an organization
  • Capable of interfacing well at all levels within a large organization and client base
  • Pricing strategy and contract negotiation skills
  • Project management, planning and organizational skills
  • Excellent verbal and written communication skills
  • Excellent organization, motivation, leadership, and interpersonal skills
  • Ability to multi-task and prioritize issues in a complex environment
  • Bachelor’s degree, Master’s Degree preferred

Pluses:

  • Bachelor’s degree, Master’s Degree preferred (MBA)
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Location

We are located in historic Franklin, MA home to the first public library. With public transportation, the commuter rail is walking distance!

An Insider's view of Interactions

What’s the vibe like in the office?

Interactions definitely has a work hard/play hard environment! Our hard work pays off in the form of different social events throughout the year, including mini-golf tournaments, halloween decorating/costume contests, Oktoberfest, and lawn games during the summer time!

Pam

Software QA Engineer

What is your vision for the company?

It is motivating and inspiring to listen to the success stories from our Clients and their customers. Our ability, as the technology team and the company to deliver a secure, reliable and scalable Platform that delivers the best of breed of our Conversational AI and Human Assisted Understanding technologies, is a major source of pride!

Mahesh

Sr. VP of Engineering

How would you describe the company’s work-life balance?

Interactions recognizes that our families, our hobbies, our physical & mental health, and our work are all equally important in creating employees who are strong, productive, and successful. We have an environment where people want to come to work, and also feel secure in their time away from work with generous PTO and flexible work schedules.

Brandie

Talent Acquisition Coordinator

What are Interactions Perks + Benefits

Culture
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Interactions offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Interactions hosts lunch and learn meetings once per month.
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