Location: all cities,TX, USA
About Aurigo:
Aurigo is an American technology company founded in 2003 with a mission to help public sector agencies and facility owners plan, deliver and maintain their capital projects and assets safely and efficiently. With more than $300 billion of capital programs under management, Aurigos award-winning software solutions are trusted by over 300 customers in transportation, water and utilities, healthcare, higher education, and government on over 40,000 projects across North America. We are a privately held corporation headquartered in Austin, Texas, USA, with software development and support centers in Canada and India. We are proud to be a Great Place to Work Certified three times in a row. If you are ready to work for a fast-paced software company growing exponentially and interact with some of the brightest minds in the industry to solve real problems, we want to talk to you.
Description:
Aurigo is searching for a Global Head of Customer Success and Customer Support to champion the customer experience at Aurigo, helping us to drive exceptional value and satisfaction for our clients. This role will be a key influential leader, driving the strategic direction of our Customer Success teams and partnering with key internal and external stakeholders to drive innovation and value for Aurigo Customers.We are looking for a self-starter with experience putting processes, structure, and strategy in place for growing organizations. If you are committed to the customer experience and want to be a key driver in our mission to build a better tomorrow, we want you to join our team!
Strategic Leadership: Define and execute a global Customer Success and Customer Support strategy aligned with Aurigos business goals, embedding our Customer Obsession value throughout the function.
Customer Success Management: Drive software adoption, expansion, and retention through innovative strategies, identifying opportunities for up-sell and cross-sell capabilities based on customer needs and product fit, and setting and monitoring of KPIs to track success and customer health.
Customer Support Management: Define and ensure compliance with customer support SLAs, for timely issue resolution and enhance support operations with advanced systems and tools for better customer self-service
Data-Driven Insights: Create a data-driven Customer Success and Support organization that uses analytics to provide executive insights to identify trends, opportunities, and inform decisions.
Customer Advocacy: Develop a deep understanding of Aurigos customers needs and business processes, serving as the voice of the customer within the organization, influencing product development and strategic planning.
Executive Reporting and Escalation: Provide regular executive reporting on customer success metrics and key initiatives, escalating issues that require Executive Leadership Team attention, ensuring timely and effective resolution.
Required Experience:
15+ years experience in customer success and support roles for SaaS solutions
Bachelors degree in Business, Computer Science, or related field. An MBA or advanced degree is preferred
7+ years demonstrated success leading global teams and driving strategic initiatives
Familiarity with CRM and customer success software tools
Understanding of SaaS business models and metrics
Key Skills Required:
Customer Obsession with a passion for delivering an exceptional customer experience and the ability to foster a culture of customer-centricity across all functions of the organization
A proactive approach to understanding and addressing customer needs and pain points
Exceptional communication skills to build strong relationships with customers and internal stakeholders
Strong leadership skills with the ability to inspire, motivate, and build global teams
Capacity towards systems thinking to evaluate, develop, and refine cross-functional processes to support customer success
Ability to implement scalable processes and systems that drive efficiency and effectiveness
Executive presence to establish trust with senior and executive leadership in customer organizations and represent Aurigo with confidence, clarity, and professionalism in high-stakes situations
Ability to develop and leverage influence cross-functionally to ensure alignment and collaboration in the service of customer success
Strong problem-solving skills with the ability to analyze complex situations and develop innovative solutions
Data-driven mindset with the ability to leverage analytics for strategic decision-making