Vice President, Relationship Management

Customer Success · New York City, New York
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced

About GAN Integrity

GAN is transforming the way the world’s leading corporations deal with corruption, compliance and regulatory risk.  We provide compliance professionals around the globe with a powerful, intuitive software platform for managing all their compliance activities in one place.  Our leading all-in-one no-code SaaS compliance and risk platform empowers organizations to do the right thing and conduct their business with the highest ethical standards. 

GAN Integrity is a global company with offices in NYC, Copenhagen and London and has over 150 Fortune 1000 customers, most of which are large public corporations. GAN Integrity has raised venture capital from leading firms such as Edison Ventures and Aquiline Capital Partners.  Learn more at www.ganintegrity.com.

 

Our Values

Our core mission is “we help organizations do the right thing”.  As our business grows “doing the right thing” is the foundation of all that we do – this guides the culture we are building internally and sets the expectations of how we partner with our customers.  We set high standards for ourselves and each other.

To be successful at GAN Integrity, we are looking for individuals who can adapt to a rapidly growing business in an emerging space; who share our belief in doing the right thing; who recognize that we are better together than better as one(self); and who brings energy and enthusiasm in all that they do.

It’s hard work, it’s sometimes not easy, but we are reimagining the future of the industry which brings huge opportunities.

 

Our Opportunity

We are looking for a dynamic, creative, and intelligent leader; a team player that thrives in a fast-paced, innovative working environment and is passionate about customer happiness. We need someone who is excited about building - whether it is great teams, great customer relationships, and of course a great business. We live in the rapidly changing sometimes seemingly chaotic start-up world; we are searching for somehow who has the courage to join us in embracing a data and process-centric approach to forging a business, delighting our customers and transforming the space of ethics, risk, and compliance.

This person will be responsible for managing the global relationship management team and drive relationships with our customers.  Responsibilities include;

  • Build new and improve existing processes for managing our customer success life cycle
  • Implement a process of collecting, analyzing, and improving Net Promoter Score as a central metric for the entire company
  • Maintain and grow revenue through strategic business plan creation, consultative selling, and identifying upsell opportunities
  • Develop dashboards for tracking account activities, customer health, forecasting renewals, expansions, and retention. Measure, report, and continuously improve Net $ Retention
  • Recruit, manage, coach, and mentor our global customer success team
  • Work cross-functionally and serve as the liaison between our internal teams and our customers, leveraging the capabilities of others as required
  • Provide business insights to management; using data to help drive decision-making as it pertains to outstanding customer service, customer retention, and increased sales
  • Develop and apply account plans for each customer segment designed to meet customer needs and partner with customers to achieve their objectives
  • Identify potential new products/services and supply inputs to product and R&D teams to place on roadmap

 

Requirements

  • 8-10 years of experience in a customer facing role in high growth/startup environments with a proven track record in building and scaling a customer success team
  • Must be comfortable with technology products and services and be able to convey technical product knowledge to non-technical stakeholders
  • Able to build strong relationships both internally and with our customers. Proven ability to navigate complex customer relationships, focusing on revenue growth and retention
  • Creative problem solver with the ability to think out of the box but also to know how to plan, prioritize, and execute on strategies to meet customer needs and revenue goals
  • Expert communicator who is motivated to own all aspects of the client relationship and be their advocate
  • Able to travel to customers on an as needed basis, in a post Covid-19 world

Thank You

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  • Location
    New York City, New York
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced