KeyStone Search has been retained in the recruitment of a VP of Client Success Consulting for GovDelivery, headquartered in St. Paul, Minnesota. www.keystonesearch.com
GovDelivery VP, Client Success Page 2
COMPANY BACKGROUND
Mission: Connect with More People and Get Them to Take Action
GovDelivery is a high-growth software as a service (SaaS) company. As the world's leading provider of government-to-citizen communication solutions, GovDelivery serves more than 1,000 public sector organizations worldwide. Clients rely on GovDelivery technology and services to reach and engage citizens while creating measurable impact in ways that positively impact peoples lives in many ways ranging from increasing awareness of the benefits of flu shots and health insurance programs to improving commutes and emergency preparedness. Clients include every Federal Executive Department, over 75 European governments, and local and state government organizations of all sizes. In total, public sector organizations send more than four billion email, text, and social media messages a quarter on behalf of government agencies. GovDelivery has received recognition for its support of Heathcare.gov, and has been referred to as Obamacares secret (traffic) weapon in The Washington Post. GovDelivery launched its first government client in January 2001, and has been a leader in government-to-citizen communications since that time. The company has been recognized for its fast growth (Twin Cities Fast 50, Inner-City 100), environmental stewardship and innovation (City of St. Paul), community leadership (St. Paul Area Chamber of Commerce), and for technology innovation in the Federal sector (Federal Computer Week).
GovDelivery also owns GovLoop www.govloop.com which the Washington Post has called the Facebook for Feds.
GovDelivery has around 150 employees and is based in St. Paul MN with additional offices in Washington DC, and the United Kingdom.
GovDelivery VP, Client Success Page 3
POSITION OVERVIEW
The Vice President of Client Success leads the companys efforts to strengthen and grow its existing client relationships.
GovDelivery delivers extraordinary value for its 1,000+ clients and maintains an industry leading renewal rate. The companys growth is largely driven by its ability to ensure the value it brings is well understood at all levels of client organizations and that new opportunities for GovDelivery to support clients are positioned effectively so that the company can support its clients across a broader range of communications and grow its revenue accordingly.
GovDelivery currently has in place teams of client success consultants across its three markets (Federal, State/Local, and Europe) and a sales operations team with a manager or lead directing them. . PRIMARY RESPONSIBILITIES
Positions GovDelivery for growth within clients by leading a team of CSCs who: o Align our existing contributions within strategic and fundable needs o Build trusted advisor relationships which influence client direction o Use data to tell a story and position for growth
Contributes to growth beyond clients by leading CSCs to: o Find success stories and champions in every client o Drive referrals into sales organization o Partner with sales executives to drive large opportunities leveraging our existing work
Establishes a business rhythm that is proactive and strategic: o Sets clear expectations for how client relationships will be managed and grown o Uses data to drive prioritization on a yearly, quarterly, monthly, and daily basis o Moves the team to a proactive posture in moving clients to the next level rather than reacting to client inquiries and demands o Partners with product and marketing to use data and client feedback to drive lead generation and product direction that grow revenue
Manages go to market strategy for CSCs o Support structure o Packages o Messaging
Drives efficiencies and provides support as they continue to develop processes to maximize the effectiveness of the sales operations organization in their charter to support the renewal and contract process and support the sales efforts across all sales teams
Works collaboratively across the entire organization but most importantly with the outside sales leaders responsible for driving new business opportunities and collaborating with CSCs to drive upsell opportunities.
GovDelivery VP, Client Success Page 4
QUALIFICATIONS
The successful candidate will have proven experience leading expansive account management functions at a high-growth technology company. Expect the candidates to have at least ten years of proven leadership experience and a bachelors degree or equivalent. An MBA or other advanced degree considered a plus.
The candidate will have a passion for leadership and developing team members.
It is vital that the VP Client Success has a consistent track record of results in account management leadership roles and who possesses both a broad strategic understanding as well as an ability to dive into tactical issues to support team members and to provide leadership during high pressure situations in a 24/7 environment. The ideal candidate will have proven ability to recruit and retain talented players and to leverage existing relationships to drive revenue growth. S/he will possess the ability to position and close business in complex situations. They will travel as much as necessary to be successful in this role with an expectation that it could be at least 50% of the time.
This individual will be skilled at gathering, assessing and sharing information, and will serve as a coach, mentor and facilitator. This leadership position requires an ability to communicate effectively on complex topics to employee groups, clients, and management at all levels of the company.
COMPENSATION
The compensation for this position is highly competitive and consists of a base salary, annual management incentive as well as an equity package.
FOR MORE INFORMATION, PLEASE CONTACT:
Mike Frommelt, Principal Lisa Curtin, Principal 612-375-8986 or 612-375-8989 mikef@keystonesearch.com lisac@keystonesearch.com
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