Vice President of Operations

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WegoWise is looking for a seasoned professional to ensure customer success and foster operational excellence across the organization. This role reports to the CEO and is a key part of the executive team, yet remains closely tied to staff at all levels on the front lines. Out of the gate this role is expected to have 4 direct and 12 indirect reports focusing in the areas of customer success, people operations/HR, and internal business operations. The right candidate will have an entrepreneurial attitude, outstanding collaboration and process improvement skills, experience managing a SaaS customer success program, and be motivated by working for a mission driven organization with talented staff and disciplined, visionary executives.

WegoWise

WegoWise is a mission-driven for-profit company, striving to reduce energy and water use in buildings. Buildings represent 40% of all US-based energy use. WegoWise provides utility benchmarking and building retrofit measurement & verification services, building performance monitoring, sustainability compliance reporting, and analytics that provide useful, actionable information to make more informed operational and long term real estate investment decisions.

Responsibilities

  • Drive customer success outcomes through strategy, process engineering, systems, and direct interaction with key customers. Transform existing customer support organization to a SaaS customer success model with account management and professional services.
    • Optimize customer lifecycle, including onboarding, training, professional services, customer support, customer success management, renewals, and cross/up-sell processes.
    • Expand customer engagement, including establishing customer advisory councils and developing web-based tools and training to enhance the WegoWise product experience.
    • Increase team’s effectiveness and efficiency by developing and tracking success metrics.
    • Inspire company-wide customer success by encouraging cross-functional collaboration among marketing, sales, business development, product and platform development.
    • Identify opportunities for continuous improvement.
  • Provide oversight, controls, and guidance of day-to-day operations, finance, and HR functions. Serve as a sounding board and advisor to staff across the organization on diverse topics ranging from company policy to solving front-line business challenges and career development.
    • Oversee the creation of the newly established people operations function.
    • Work with CEO and CFO on day-to-day financial and strategic business initiatives. Provide guidance and decision-making on staffing and resource allocation, with a sharp focus on scalable growth.
    • Manage the continuous improvement of business processes and systems, including vendor management. Current systems stack includes Hubspot, Outreach, Salesforce, Quickbooks, Trello, Chartio, Dropbox, Google Apps, et. al.
  • Recruit and inspire exceptional leaders and high potential talent — encouraging continuous learning and individual career path development. Instill WegoWise’s vision, mission, and values.

Qualifications

  • Bachelor’s degree required and MBA considered a plus.
  • 10+ years experience in leading progressive, customer-facing organizations.
  • Extensive experience in customer success and professional services in a growing SaaS company.
  • Strong project management, people management, and process engineering skills with a deep understanding of the value drivers in SaaS business models.
  • A passion for generating revenue and growth, with strong empathy for customers, as well as an analytical and process-oriented mindset.
  • Demonstrable experience and knowledge of SalesForce.com or similar CRM, as used in a customer success environment. Strong systems knowledge of project management tools, particularly related to managing large scale software implementation projects.
  • Commitment to WegoWise’s vision, mission, and values.
  • Location: Boston (HQ)

Competitive salary and great benefits

We treat our employees well.
Health and dental insurance, stock options, generous vacation, commuter benefits, professional development, and more.