Leadership and Team Management: 

• Build, lead, and mentor high-performing Customer Success and Project Management teams within SHI Services, fostering a culture of accountability, innovation, and client focus. 

• Develop and implement strategies to scale teams effectively, ensuring alignment with SHI Services’ goals/sales leadership and SHI’s broader objectives. 

• Provide executive oversight for hiring, training, and performance management of team members. 

Customer Success Programs: 

• Design and execute scalable Customer Success programs to enhance client satisfaction, retention, and advocacy for SHI Services’ offerings. 

• Establish a data driven approach of execution based on metrics and KPIs to measure customer health, engagement, and success, driving continuous improvement. 

• Collaborate with cross-functional teams within SHI to align Customer Success initiatives with SHI Services’ solutions and SHI’s overall product portfolio. 

Project Management Excellence: 

• Oversee the delivery of complex, high-impact projects within SHI Services, ensuring on-time, on-budget, and high-quality outcomes. 

• Implement best-in-class project management methodologies (e.g., Agile, PMP, or equivalent) to standardize processes and drive efficiency. 

• Manage resource allocation, risk mitigation, and project portfolio performance at an enterprise level for SHI Services. 

• Report and track on project health, including escalations, updates, and prioritized tasks. 

Escalation Management: 

• Serve as the primary executive point of contact for high-level client escalations within SHI Services, resolving issues with professionalism and strategic insight. 

• Develop frameworks for proactive issue identification and resolution to minimize escalations and enhance client trust. 

Public Speaking and Stakeholder Engagement: 

• Represent SHI Services in client meetings, industry conferences, and executive forums, delivering compelling presentations on SHI Services’ capabilities and SHI’s value proposition. 

• Build and maintain strong relationships with key clients, partners, and internal stakeholders across SHI to drive strategic alignment and collaboration. 

• Create a culture of focus around generating high CSAT scores and reference-ability amongst services clients 

Strategic Planning and Execution: 

• Develop and execute a comprehensive customer experience strategy for SHI Services that aligns with SHI’s broader business objectives. 

• Drive operational improvements, leveraging data-driven insights to optimize processes and enhance client outcomes. 

• Collaborate with SHI’s senior leadership to shape company-wide initiatives and contribute to SHI Services’ long-term growth strategies. 

Experience: 

• 10+ years of executive leadership experience in Customer Success and Project Management, with a focus on building and scaling teams in a high-growth environment. 

• Proven expertise in designing and implementing Customer Success programs that drive measurable client outcomes. 

• Extensive experience in project management, with a strong command of methodologies such as Agile, Scrum, or PMP certification (preferred). 

• Demonstrated success in managing complex client escalations and maintaining high client satisfaction at scale. 

Skills: 

• Exceptional leadership and team-building skills, with a track record of mentoring and developing top talent. 

• Outstanding public speaking and presentation skills, with the ability to engage diverse audiences, from clients to industry leaders. 

• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. 

• Excellent interpersonal and communication skills, with the ability to build trust and influence at all levels. 

Education: 

• Bachelor’s degree in Business, Management, or a related field; MBA or advanced degree preferred. 

Additional Requirements: 

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. 

• Willingness to travel as needed for client engagements and industry events.