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Customer Strategy, Support and Enablement Leader

Remote Work,RW

Customer Strategy, Support and Enablement Leader





This position is responsible for streamlining, optimizing, and executing the sales motion.  This position works directly with senior business development, client services and Marketing leadership (to drive and accelerate the end-to-end sales cycle attracting, acquiring and retaining clients) in order to meet and exceed VXI’ revenue growth, new logo, and other financial objectives. This position will lead a team for both presales and post sales execution support and serves as a subject matter expert to the sales and client services teams.  In addition, this role is client facing, conducting client visioning workshops and strategy sessions alongside the sales team to foster deeper relationships and win/grow clients. 


Customer Strategy:


  • Lead efforts to design, document and share our client management philosophy in what is called the customer management value chain as desired by CCO directly to support our customer practices both internally and in market

  • Contribute to the creation and execution of the customer strategy on an ongoing basis- including annual sales plan, organizational financial goals (NSR, New logos), budget/forecast, key performance indicators (KPIs) and organizational design/governance.

  • Support long term strategic planning by helping to manage and influence corporate price, place, and promotion efforts across organizations.

  • Lead short and long-term development, execution, and governance of strategic sales initiatives from ideation to execution that enable revenue growth and sales effectiveness (“Top 25” by Verticals).

  • Assist in the ideation and execution of new product and service offerings to help monetize VXI capabilities to attain a first movers’ revenue advantage in new service offerings (e.g., Content Moderation, etc.)

  • Realize vertical specific strategies by collaborating on the development of go to market (GTM) messaging, digital presence, and social campaigns to increase brand awareness among potential clients in market.

  • Drive sales innovation and shift the sales model to be customer success centric by designing a consultative client methodology, creating buyer personas, and designing outcome-based success measures.

  • Provide pre-sale support and consulting, including travel to client locations and conferences for presentations to senior client management team both internally and externally with both existing and prospective clients.

  • Collaborate cross functionally, specifically Marketing and Operations, to drive customer success by re-engineering processes to transform the customer experience and drive growth/renewal.

  • Bring together the sales, operations, and client services teams to be able to work together on our existing accounts to grow them (i.e., customer interlocks)

  • Create a regular cadence of engagement between the execution team that this position supports with the sales team and other departments to ensure communication and alignment

  • Develop and facilitate a cadence to bring on subject matter experts to provide key insights on the market, our competitors, our offerings, and the corporate vision to make sales efforts more effective and resourceful

  • Oversee development of process to monitor, review, and audit service delivery efforts to ensure clients’ needs are being met with high quality outcomes (VOC Analysis).

  • Serve as an internal subject matter expert on customer satisfaction, growth opportunities and wallet share and enable a closed feedback loop to internal leadership.

Sales Support and Enablement:


  • Facilitate alignment on the vision and champion the collaboration needed across a matrixed and cross-functional GTM Operations team to ensure the right analytics and insights for customer success.

  • Lead internal and external client engagements throughout the client lifecycle (Client Discovery Sessions, Kick Offs, Client Briefings, Client Reviews, Internal QBRs).

  • Oversee and support the development and implementation of training strategies, programs, and curriculum for the Chief Customer Office that increase salesforce productivity and performance globally.

  • Participate in investment discussions and recommendations across the Chief Customer Office- including tools and systems and the deployment of external consultants (for which this position would serve as main POC).

  • Collaborate with Legal and Finance (non-sales organizations) to simplify contract language, pricing tools, and Salesforce implementation/adoption (as a single source of truth).

  • Collaborate with Marketing team to launch curated sales campaigns, create customized vertical content, digital ad campaigns, vertical microsites to drive customer interest and acquisition.

  • Refine and standardize sales processes across the organization to improve operational efficiency, sales productivity, and customer satisfaction.

  • Collaborate in the digitization of the sales process within Salesforce to develop custom processes, reporting, dashboards to drive sales performance visibility.

  • Contribute to research and development, market research/insights, gap analysis to better attract, target and segment potential clients to increase the propensity to close, increase win rate, and accelerate acquisition activity.

  • Lead the project management and implementation team (global) in accelerating customer implementations & strategic project execution-including creating ramp plans, project plans, site closures/site launches, and all associated implementation activity (this team serves all verticals).

  • May perform other additional duties and responsibilities as assigned.



  • Bachelor’s degree in strategy, sales, organizational management, business, finance, or accounting required, Master’s degree in strategy highly recommended.

  • 10+ years of strategy, sales, business operations, organizational change, finance & analytics, corporate development, and/or strategy consulting experience required; or any equivalent combination of related training/education and experience required.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


  • Ability to communicate effectively in both verbal and written formats with individuals or groups; ability to facilitate meetings and deliver presentations up to Senior Executive level utilizing various audio/visual support aids

  • Strong leadership and problem-solving skills, with ability to negotiate with and influence others across all organizational levels; ability to motivate team to achieve superior results

  • Ability to establish, plan, track, and control projects in fast-paced environment; ability to manage multiple projects and meet deadlines

  • Demonstrated excellent analytical and quantitative skills

  • Ability to exercise discretion and independent judgment in making decisions; ability to interact effectively and positively with all levels of management, staff, members/clients and vendors

  • Proficiency in project management, spreadsheet, presentation, and Microsoft software applications

  • Prior experience leading people and process as well as domain and subject matter expertise

  • Travel 20-30%, including global travel may be required

By completing this application form/taking this call, you give your full and voluntary consent to the Company to collect your personal data and make use of it according to business requirements including transfer of such personal data to the Company’s authorized third party affiliates in order to conduct subsequent background checks in addition to all other personal information relating to you, made known to the company thru legal channels during the course of your application. Your personal data will be kept secure and confidential in accordance with company policy and relevant law, and will be regularly updated with your assistance, and you shall have full access to your personal data and continue to enjoy all your rights in connection to such data under the law. Do you agree?
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