Experienced Vice President of Customer Service - Trademark Solutions and Brand Protection Expert

Introduction to blithequark

At blithequark, we are passionate about trademarks and brand protection. Our team is driven by a mission to make the world better and safer for our brand customers and their consumers. We are a company that thrives on challenge, development, support, and valuing our employees. If you are excited about trademarks and brand protection, and you are looking for a role that will challenge you and help you grow, then we have the perfect opportunity for you.

About the Role

We are seeking an experienced Vice President of Customer Service to lead the development and execution of a comprehensive customer service strategy aimed at delivering exceptional support across all customer touchpoints. The successful candidate will oversee teams responsible for order and renewal management, helpdesk, entitlements, and product technical support, driving customer satisfaction, retention, and loyalty across our product portfolio.

Key Responsibilities

• Strategic Leadership: Develop and execute a customer service strategy to ensure high-quality support and service delivery across all customer interactions.
• Team Management: Lead and manage a team of global customer service representatives, fostering a culture of high performance, professional development, and motivation.
• Customer Relationships: Develop and nurture strong relationships with key customers, addressing their concerns promptly and effectively.
• Customer Satisfaction & Retention: Implement strategies to enhance customer satisfaction and Net Promoter Scores, upsell opportunities, retention, and loyalty through effective issue resolution and service delivery.
• Customer Case & Escalation Management: Establish and maintain robust escalation procedures to handle complex customer issues, ensuring timely follow-up and resolution.
• Billing & Invoicing: Collaborate with Finance and RevOps teams to optimize invoicing and billing processes, ensuring accuracy, timeliness, and compliance with financial policies for customers.
• Infrastructure Consolidation: Work closely with Product, Technology, Operations, and Customer Success teams to consolidate and migrate our legacy home-grown CRM systems to a single source of truth.
• Innovation & Modernization: Stay informed on industry trends, best practices, and emerging technologies to modernize our current customer service infrastructure and drive innovation.
• Cross-functional Collaboration: Work closely with product management, customer success, sales, and operations teams to streamline processes and enhance product knowledge, pricing workflows, and order and renewal management.
• Reporting & Analytics: Prepare regular reports and presentations for executive management on customer service performance, key metrics, and improvement initiatives.
• Continuous Improvement: Monitor customer feedback and satisfaction metrics, driving continuous improvement initiatives to enhance overall customer experience and loyalty.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in business administration, management, or a related field; an MBA or equivalent is preferred.
• Proven experience (10+ years) in a senior customer service management role, preferably in a technology or SaaS company.
• Strong leadership skills with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
• In-depth knowledge of customer service principles, practices, and tools, with experience in implementing and optimizing CRM systems.
• A strategic thinker with a data-driven approach to decision-making and problem-solving.
• Experience in managing complex billing and invoicing processes, preferably within a subscription-based business model.
• Ability to thrive in a fast-paced, dynamic environment and drive change and innovation.
• Proven track record of implementing process improvements and driving operational efficiency.
• Strong analytical skills and proficiency in using data to drive insights and improvements.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience working in a trademark or brand protection industry.
• Knowledge of industry trends and best practices in customer service and trademark solutions.
• Certifications in customer service or a related field.
• Experience with CRM systems and technology.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Leadership: The ability to lead and manage a team of customer service representatives, fostering a culture of high performance and motivation.
• Communication: Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
• Strategic Thinking: A strategic thinker with a data-driven approach to decision-making and problem-solving.
• Customer Focus: A strong customer-centric focus, with the ability to develop and nurture strong relationships with key customers.
• Collaboration: The ability to work closely with cross-functional teams, including product management, customer success, sales, and operations.
• Adaptability: The ability to thrive in a fast-paced, dynamic environment and drive change and innovation.

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Vice President of Customer Service, you will have the opportunity to:

• Lead and manage a team of customer service representatives, developing their skills and expertise.
• Develop and execute a comprehensive customer service strategy, driving customer satisfaction and loyalty.
• Collaborate with cross-functional teams, including product management, customer success, sales, and operations.
• Stay up-to-date with industry trends and best practices in customer service and trademark solutions.

Learning and Development Benefits

We offer a range of learning and development benefits, including:

• Training and Development Programs: We offer a range of training and development programs, including leadership development, customer service skills, and industry-specific knowledge.
• Mentorship: We offer a mentorship program, where you will be paired with an experienced professional who can provide guidance and support.
• Industry Events: We encourage our employees to attend industry events and conferences, staying up-to-date with the latest trends and best practices.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment. Our company culture is built on the following values:

• Respect: We respect each other, our customers, and our partners.
• Integrity: We act with integrity, honesty, and transparency.
• Innovation: We encourage innovation, creativity, and experimentation.
• Collaboration: We work together, sharing knowledge and expertise to achieve our goals.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary: A competitive salary, reflecting your experience and qualifications.
• Benefits: A range of benefits, including health insurance, retirement savings, and paid time off.
• Perks: A range of perks, including flexible working hours, remote work options, and professional development opportunities.

Conclusion

If you are a results-oriented leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Vice President of Customer Service at blithequark, you will have the chance to lead and transform our customer service operations, driving customer satisfaction and loyalty. Join our innovative team and be part of a company that is making a difference in the world of trademarks and brand protection.

Apply now and take the first step towards a rewarding and challenging career at blithequark.