VP, Operations & Customer Success (Brilliant Harvest)
December 3 2024
Industries
IT: Services
Categories Account management, Campaign, Customer service,
Calgary, AB • Full time
We're seeking a dynamic and strategic leader to join Brilliant Harvest as Vice President, Operations and Customer Success. In this role, you'll drive operational excellence, enhance customer experiences, and build scalable systems that position our company for sustained growth. If you're a hands-on leader with a passion for creating impactful processes, fostering strong relationships, and making a difference in a fast-paced environment, we want to hear from you!
The Vice President, Operations and Customer Success, will lead and optimize key business functions, including operations, customer onboarding and support, dealer supplier partnerships, government grant management, and HR processes. You will develop scalable systems, foster strong relationships, and ensure that our customers and internal teams are set up for success as we grow.
The key responsibilities are included below:
Operations Management:
- Design and implement scalable business processes, workflows, and documentation.
- Oversee operational reporting to ensure transparency and alignment across teams.
- Support and closely work alongside the Product Development team
- Monitor and manage financial reporting to manage cash flow and business for sustained and appropriate growth.
- Support founder/CEO with board governance and reporting.
- Establish and manage relationships with key vendors and stakeholders to drive efficiency.
- Establish performance review processes and frameworks to support employee development.
- Work with leadership to align HR practices with company goals and culture.
Government Grant Management:
- Assess and prioritize grant opportunities in collaboration with relevant stakeholders.
- Maintain reporting schedules and compliance for existing grants.
- Serve as the primary liaison for grant relationships, ensuring alignment with business objectives.
- Coordinate with the accounting department for financial and payroll grant reporting.
Customer Success:
- Own the post-sale customer onboarding process and on-going customer support, guiding clients through manufacturer/dealer supplier buy-in, dealer team and customer implementation, and sign-offs.
- Manage customer support team ensuring we provide appropriate training to dealers and their customers.
- Monitor customer satisfaction and resolve issues to ensure high retention rates.
- Develop and refine strategies for continuous improvement in the customer journey.
Marketing:
- Responsible for the development and execution of external communications strategy and tactics; with a focus on grass roots marketing; including traditional and digital media, PR, tradeshows, and branding campaigns.
- Position Brilliant Harvest's team, especially the founder and leadership team, as leading-edge experts on AI and innovation in and at events and forums relevant to farmers, manufacturers, dealers and key industry decision makers including government representatives.
- Measure and analyze the effectiveness of marketing/PR campaigns and adjust strategies as needed to optimize results.
- Manage marketing contractors and service providers
Qualifications:
- Proven experience in operations, customer success, or a similar leadership role, ideally in a startup environment.
- Strong understanding of business process design and optimization.
- Experience managing grant reporting and compliance.
- Excellent communication and relationship management skills.
- Ability to lead cross-functional teams in a fast-paced environment.
- Familiarity with the agriculture equipment industry is a strong asset.
What you Bring:
- Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.
- Operational Excellence: Skilled in creating efficient, scalable systems and workflows.
- Customer-Centric: A passion for delivering exceptional customer experiences.
- Problem-Solving: Capable of navigating complex challenges and implementing practical solutions.
- Leadership: Inspiring and mentoring teams to achieve their full potential.
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