Amperity is a rapidly growing technology company led by repeat entrepreneurs and seasoned business leaders and technologists. Our expertise in large-scale data management, enterprise software, and machine learning has empowered us to innovate and build a paradigm-shifting solution to one of consumer brands’ most fundamental challenges today. Every brand is striving to have a more personal relationship with their customers, but the data they possess about these customers is scattered throughout disparate systems.

Enter Amperity. We have created a platform that can rapidly and intelligently unify customer data at scale, which powers our customers to make smart decisions and bring their best ideas to life. Amperity commercially launched our signature product in September 2017 and has already made significant customer traction with incredible consumer businesses like Starbucks, Alaska Airlines, Gap, Moet Hennessy USA, TGI Fridays, Kendra Scott, and Wynn Las Vegas to name a few. We believe that the technology at the core of our offering will set the standard for how forward-thinking companies manage their customer data.

We stay connected through our values. We play for each other. That means we show up for each other, act with empathy, and bring our authentic selves to work every day. We're growing this company not for own personal gain, but for each other. We build for durability. That means creating something worth creating, that will endure the test of time. We do this by relentlessly focusing on our customers' success, building high quality systems, and planning for long-term scale. We're grounded by humility and driven by ambition. We focus on making things better, today. We're hungry, we're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at Amperity. When faced with a hurdle, we jump.

Come join us. 

The Role

Reporting to the SVP of Customer Success, the VP of Services will be focused on driving and scaling the company’s ability to stand up, retain, grow and delight customers. This executive will be responsible for helping customers effectively go live and engage with the Amperity platform and be dedicated to helping them build strong, trusted partnerships at Amperity. The VP of Services will always have the customer’s best interest in mind, acting as their internal advocate to ensure they are set up for success.

We are seeking someone with a proven track record of leading high-performance teams focused on delivering complex technical implementations for enterprise-level customers. This is a hands-on position with high visibility - the ideal candidate must be willing to “roll up their sleeves” and get things done. 

Responsibilities 

• Optimize current delivery of services - shorten the delivery time to make customers successful while increasing the value customers are getting from Amperity.
• Create an operational methodology & delivery process around Professional Services; architect a repeatable & scalable process for implementation and support that can be applied to existing and future customers.
• Standardize on-boarding and improve the quality of training to build more effective customer experiences.
• Define and manage resource utilization, optimization, and planning.
• Determine the degree to which services will be outsourced to agencies and partners.
• Organize/Operationalize team & structure – assess best practices and team allocation to scale internal efficiencies and ensure minimal customer risk.
• Be an advocate of your customer base across the organization – work with Product, Engineering, Marketing, and Executive Leadership teams to ensure the Amperity service is built to be well-aligned with customer needs and goals.
• Lead a team of operations and enablement resources to develop, deploy and deliver against Customer Success KPIs
• Inspire company-wide culture of Customer Success by establishing company-wide customer feedback loop and bringing the customer’s voice to Sales, Marketing, Product, Finance, and Leadership

About You

• 10+ years of progressive experience in professional services, technical consulting, or solution delivery.
• Prior industry experience in B2B SaaS with an orientation towards complex enterprise products and customers.
• Proven ability to build high quality customer relationships at various levels with an impact on long-term customer profitability.
• Ability to view the services business through a P&L lens, ultimately setting up a roadmap to understanding margins and profitability of the services/success function.
• Experience in capturing and building methodology and best practices around deployment and implementation; relentless focus on standardization.
• Experience being deeply integrated with sales to help grow the deal value and act as an enabler for the company's growth objectives.
• Genuinely passionate about customer service and quality.
• Organizational tolerance: able to work with ambiguity that comes in a high growth business.
• Strong, decisive and action-oriented leadership style; ability to make, communicate, and take accountability for timely decisions.
• Creates strong morale, high energy vibe across the team and brings fun to the workplace; shares wins and successes; fosters open dialogue.
• Exceptional listener and communicator who effectively conveys information verbally and in writing.
• Creative problem solver; you will face a wide variety of problems which rarely have a well-defined, obvious solution.

Benefits

We offer all the benefits you’d expect from a “great place to work”. Transportation subsidies, 100% healthcare coverage, and a comfortable snack-laden work environment. We’ve got all that superficial stuff, and more. All that is great, but Amperity provides benefits that are hard to find: a place where you’ll be proud to call your colleagues “friends”, for real. An environment where you’ll be challenged to find and unlock your full potential. The opportunity to make a lifetime’s worth of memories building a world-class company with world-class people.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.