VP of Customer

CitySwift; United Kingdom; Hybrid; EUR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a VP of Customer to drive operational excellence and scalability in a rapidly growing tech environment. This pivotal role involves leading a hybrid team, managing client operations from implementation to renewal, and ensuring a data-driven approach to enhance customer success. The ideal candidate will possess extensive experience in scale-up technology, particularly with large enterprise accounts, and will be passionate about fostering a strong company culture. Join this innovative firm and make a measurable impact on the future of public transport while enjoying flexible working arrangements and a competitive salary.

Benefits

Health and Life Insurance

Matched pension schemes

25 days annual leave

Flexible working hours

Work Abroad Program

Paid Sick, Maternity and Paternity benefits

Employee Assistance Programme

Employee referral program

Annual Service recognition benefits

Qualifications

• Experience in scale-up tech companies, ideally from sub 50 to 200+ employees.
• Proven track record with large enterprise client accounts and complex integrations.

Responsibilities

• Lead the development of the post-deal operations function.
• Manage upsell and retention targets while enhancing customer value delivery.
• Foster a culture of innovation and accountability during rapid growth.

Skills

Leadership and team management

Process driven and detail oriented

Collaborative strategic planning

Competitiveness

Execution focused

Job description

CitySwift is looking for a VP of Customer with strong scale-up tech company experience to join our rapidly growing team.

As the world's leading intelligent data platform for public transport, CitySwift powers data-driven decision making for some of the largest transport networks across the globe. Backed by over €15 million in venture capital funding and a partner list that includes the world's largest public transportation operators and government authorities, such as National Express, Go-Ahead Group, Transport for London and many more. CitySwift is in accelerated growth mode with 200% YOY revenue growth in 2024.

CitySwift’s mission is to increase the adoption of sustainable public transportation usage around the world - our platform currently optimises over 3 billion passenger journeys annually, and our target is to reach over 10 billion by 2026.

At CitySwift, you’ll get the opportunity to take ownership, deliver measurable impact and develop professionally - reshape the future of public transport by accelerating CitySwift’s growth!

About the role

The day-to-day operations of the business from founding to present day have sat with the two founders, CEO and CCO. As we continue to expand our customer base and revenue, it's crucial that our client operations, spanning from pre-deal support to post-deal implementation and renewal, are driven by data, processes, and playbooks.

The VP of Customer will spearhead efforts to enhance our operations by building an end-to-end Operations Function and implementing company-wide processes, ensuring scalability, efficiency, alignment and accountability across the business.

Beyond operational excellence, this role will play a pivotal part in nurturing our company culture amidst this rapid expansion.

Key responsibilities

• Build the function that takes ownership over all post-deal completion activities from implementation to adopt to renewal.
• Ownership of Upsell and Retention targets.
• Management of the various functions Partner Management, Customer Success, Solutions, Data Op’s and Support.
• Speed up our ability to scale with new and existing clients therefore increasing CitySwift’s ability to grow revenue.
• Ownership over delivery of value to customers from pre-sales design to post-sales delivery.
• Lead and manage a hybrid team of commercial, domain and technical resources.
• Manage internal and external stakeholders, adeptly negotiating and agreeing on 'best choice' outcomes in a non-perfect world.
• Ensure adherence to established processes while continuously seeking opportunities for enhancement and iteration when necessary.
• Be a cultural leader, fostering an environment that promotes innovation, accountability, and a shared commitment to excellence.
• Design, prioritise, and implement structured plans while involving and aligning stakeholders to ensure collective ownership, coordination, and timely achievement of goals.

Requirements:

Essential Experience

• Scale-Up Technology Experience. Preferably, you have been on a journey in a scale up from sub 50 employees to more than 100/200+.
• Have worked with large Enterprise Client Accounts with deal sizes of €2m+.
• Demonstrable experience working with very complex integrations and implementations in Global Markets with Public/Private sector clients and localisation requirements.
• Successfully scaled and led a Client Operational team in a leadership capacity.

Desirable

• Transportation or similar industry experience.
• Knowledge of best practices within Revenue Operations, Customer Success and Product Operations.
• Based in Ireland or the United Kingdom but willing to travel to CitySwift’s offices in Galway, Ireland and London frequently.

Skills and Attributes

• Process driven, detail oriented and execution focused.
• Leadership and team management - a leader who drives a strong culture of execution, delivery, feedback, customer focus and a general sense of ‘we’re all in this together’.
• Competitiveness - a strong desire to win and be the best at what we do.
• Delivery - a bias to action and delivery is essential.
• Collaborative Strategic Planning is the ability to design, prioritise, and implement structured plans while involving and aligning stakeholders to ensure collective ownership, coordination, and timely achievement of goals.

We value, recognise and reward our people

• Competitive market salary.
• Health and Life Insurance and matched pension schemes.
• 25 days annual leave, with additional company days off throughout the year.
• Flexible working hours and hybrid/remote working opportunities including Work Abroad Program.
• Paid Sick, Maternity and Paternity benefits.
• Employee Assistance Programme (EAP), mental health and wellbeing supports.
• Employee referral program with opportunity to earn up to €4,000 per referral.
• Annual Service recognition benefits (Additional Annual leave and pension contributions).

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