• VP, Customer Success, Renewals & Licensing/Entitlement

    Job Location US-CA-Milpitas
    ID
    2018-2483
    Category
    Customer Support, COGS
    Type
    Regular Full-Time
  • Job Summary

    The VP Of Customer Success & Renewals will report directly to the COO and be responsible for driving customer satisfaction, growing and managing our customer success and support organizations and serving as the voice of the customer within Aerohive. Additionally he/she will be responsible for Aerohive’s renewals and expanding Aerohive’s licensing systems and processes. The VP of Customer Success & Renewals will be responsible for expertly managing the team, maximizing retention of our customers, and helping the company grow.

    Responsibilities

    • Continue Aerohive’s strong trend of customer satisfaction and positive customer experience and results
    • Grow Aerohive’s Annual Net $ MRR retention rate
    • Manage and grow Aerohive’s Customer Success (Professional Services and Customer Success Managers) across product lines, drive its strategy and approach
    • Ensure delivery of a highly effective Customer Support experience
    • Be a part of the leadership team; represent our customers’ needs and interests at the leadership level within Aerohive

    Driving higher retention - Create and implement tactics and processes to continuously increase customer retention rates. You will be responsible for building out new initiatives while improving the existing customer engagement model.

     

    Ensuring your team engages with Aerohive customers in an Impactful and Effective Manner.

    You will be responsible for ensuring that Support Engineers, Professional Services, Customer Success Managers (CSMs) are in touch with Aerohive customers at the right time with the right information to help our customers effectively manage their Aerohive products. You will be leading and resolving escalations from strategic customers and major alerts.

     

    Scaling a high-performance team and culture - You will help foster and grow a high performing team as a coach and a mentor. In this organization, everyone’s actions have a tremendous impact on both our internal team and our customers. To that end, you must have an exceptional focus and influence on the attraction and retention of top talent.

     

    Effectively managing the client services business – You will be responsible for revenue generation, forecasting, and profitability for support, professional services, maintenance, and subscription revenues for our customer organizations. You will work closely with our Sales and Finance organizations on a regular basis to ensure a continuing positive growth financial model.

     

    License & Entitlement Enablement – You will be responsible for the technical enablement and management of Aerohive customer term via licenses and entitlement. Ensure direct and partners who implement our products will have an easy on-boarding experience and allow visibility and control of their license & term.

    Qualifications

    • You are a nimble, adaptive, “roll up the sleeves” leader who is ready to both impact and shape a growing and successful company. You demonstrate highly effective decision-making, judgment, communication, and modeling of Aerohive’s core values.

      • 15+ years experience in leading customer success and professional services teams in high-velocity environments, both on-premise and SaaS; hardware background is desired
      • You have demonstrated successes in the Enterprise on-premise and SaaS software deployment models
      • You have managed Customer Support, Post Sale Customer Success/Account Management, Professional Services, RMA’s and Enablement in cross-functional environments
      • You have demonstrated managing escalations for large demanding Enterprises (F-5000), have the skills to represent Aerohive in all aspects of account management.
      • You exhibit empathy for customers, enthusiasm for revenue growth and have a strong understanding of value drivers in subscription-based revenue models
      • You have excellent understanding and strategic view into licensing and entitlement programs including how to on-board and manage titles in real-time large scale environment
      • You’re process-driven and also love to experiment to identify repeatable and scalable operations
      • You have successfully managed large complex organizations including remote employees globally, TAC’s, Partners, Contractors and large scale programs
      • You’re an energetic leader; you inspire others to be the best versions of themselves and provide opportunities for growth and success

    About the Company

    Aerohive (NYSE: HIVE) enables our customers to simply and confidently connect to the information, applications, and insights they need to thrive. Our simple, scalable, and secure platform delivers mobility without limitations. For our customers worldwide, every access point is a starting point. Aerohive was founded in 2006 and is headquartered in Milpitas CA. For more information, please visit www.aerohive.com, call us at 408-510-6100, follow us on Twitter @Aerohive, subscribe to our blog, join our community or become a fan on our Facebook page.

    Aerohive Networks is proud to be an Equal Opportunity Employer.

    #LI-AH

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