Global VP Customer Operations

We’re Phrasee. Our AI content platform generates and optimizes content that gets more clicks, conversions, and revenue for innovative marketing teams. Phrasee helps with everything from choosing the right words and emojis to analyzing the results of the language you use – all within an enterprise-grade platform built for scaling the best content.
We work with visionary companies such as Sephora, Walgreens, Meta and Williams Sonoma to enhance and personalize their customer experiences across the full customer journey and spectrum of digital brand channels. Phrasee is rewriting the digital marketing playbook one optimized word at a time!
At Phrasee you get to work with a super smart and caring team, who make BIG ideas a reality while having a lot of fun. Our growth plans are fast and global, and we want YOU to be a part of our story.
As our Global VP, Customer Operations you will build and lead a world class team of customer focused professionals who advise and support Phrasee’s enterprise clients. The person in this position will also collaborate regularly with members of our leadership team and ensure Phrasee is a leading center of excellence when it comes to Customer Success, Solutions, Professional Services and Support. As a Global VP, Customer Operations you will:

• Reporting to the Chief Product and Technology Officer, you will lead a global team that spans Customer Success, Customer Solutions and Support, Strategy and Professional Services and Content.
• Collaborate with the regional GMs to drive new business, upsells and renewals
• Lead a global workforce stretching between USA and EMEA
• Create an operating model that maximises automation and internal efficiencies all customer facing functions, specifying and clearly measuring the correct success metrics.
• Put in place the play books for maximising customer satisfaction with the Phrasee platform, and minimising customer churn.
• Build relationships with the executive stakeholders at our tier 1 customers.
• Support your global team by developing their skills and careers, mentoring them to be the best versions of themselves
• Work together with other members of the leadership team to help define and execute Phrasee’s Go-To-Market strategy.
• Represent Phrasee at key industry events.
• Be proficient and able to work with CRM and project tools such as Salesforce, Office365, Trello and other Phrasee specific tools.
• Be a shining example in leading with empathy, understanding and kindness to inspire this behaviour within the Customer Success team and beyond.

You are:

• Someone with 5+ year's experience leading customer teams in a global technology business.
• A strategic thinker who is also adept at operational execution.
• A person who make things happen– you obsess over customers success and helping your team have autonomy and guidance vs management and over direction.
• Able to always work well with others.
• Adaptable in a fast-paced environment and you like to solve problems.
• Someone who defines themself as driven, self-motivated and dependable.
• Excellent with both oral and written communication.
• A person with strong project management skills; you can manage multiple deadlines and tasks at the same time.
• Someone eager to learn and thrives on coaching and feedback.

Some of our UK Benefits

• - 25 days’ vacation + 8 public holidays + additional day for every year of tenure up to 30 days.
• - 2pm Friday finish in August.
• ❤️ - Dedicated Wellness month
• ️ - Employee engagement platform – Reward Gateway which includes discounts, cashback, shopping, wellbeing
• Cycle to work
• Anniversary – 3/5/10 years recognition
• ‍ Access to Learning Management System – Talent LMS
• Monthly Recognition – Pay it Phorward
• Desana – access to co-working spaces, globally or offices in London