Radian6 is the leader in social media for business. We count more than half of the Fortune 100 as customers. We are recruiting for a Vice President to lead our Customers for Life (CFL) organization, which consists of our Professional Services, Customer Success Management, Support, and Training teams. Reporting to the COO, the Vice President of CFL will own the vision for how our post-sales teams ensure complete customer success.

Key priorities include: 1) Revamping the product portfolio of Professional Services to better meet customer demands; 2) Evolving our customer on-boarding process and ramping up self-service offerings; 3) Optimizing our early warning and renewal processes; and 4) Integrating training on social media for business and Radian6 products into our offerings for customers of all sizes and stages in their maturation.

Given Radian6’s rapid growth, all CFL teams must be built to scale ahead of our business. Customer success is our top priority, and the CFL functions must epitomize that goal in everything they do. The Vice President will be a member of the Executive Team and will be expected to contribute to corporate strategy beyond his/her functions.

Key Responsibilities:

• Define our Professional Services strategy globally;
• Envision what the progression of a “customer for life” is, and standardize our teams’ activities accordingly;
• Build a deep leadership team across and within each of the functions in CFL;
• Forecast our subscription renewals, and refine our renewals process;
• Manage and escalate customer emergencies;
• Align very tightly with Sales around serving customers’ needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships; and
• Provide feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs.

Job Requirements:

• At least 10 years in leadership roles at an enterprise software company;
• Extensive knowledge of typical post-sales models in software;
• Strong expertise in the social media space and a passion for how it’s revolutionizing business;
• Highly strategic thinker, capable of setting vision without consistent detailed direction;
• International experience; and
• Excellent ability to clearly articulate strategy, and to motivate and drive teams to excellence.

Sound good to you?  If you’re interested send your resume to careers@radian6.com.*

www.radian6.com

* We are an equal opportunity employer and encourage all applicants to submit a detailed resume. Please note that only those applicants selected for an interview will be contacted.