Recruiting the SVP for Customer Success for an entrepreneurial venture of multi-billion German medical device firm
Mapped was asked to recruit a Senior Vice President (SVP) for Customer Success for our entrepreneurial venture, a subsidiary of a multibillion-dollar German medical device firm. The venture was focused on delivering innovative medical solutions, and required a dynamic leader who could drive customer success, ensure product satisfaction, and foster strong client relationships. The ideal candidate needed to have a proven track record in customer success leadership, experience in the medical device industry, and the entrepreneurial spirit to thrive in a start-up environment.
Clients Challenges:
Holistic Business Responsibility: The client needed an SVP who could handle a wide-ranging set of responsibilities, from customer success to overall business management. This required a candidate with a versatile skill set and a strategic mindset.
Geographically Dispersed Team Management: As the venture expanded, the SVP would be tasked with building and managing teams across different geographical locations. Ensuring cohesion, collaboration, and effective leadership presented a notable challenge.
Collaboration with Technology Teams: The SVP was expected to collaborate closely with existing technology teams to drive the development of new medical products and solutions. Bridging the gap between business and technology demanded a candidate with cross-functional expertise.
Market Entry Strategy: Developing a comprehensive market entry strategy was crucial. The SVP needed to identify new customer relationships while leveraging existing ones to establish a firm foothold in the medical device market.
Stakeholder Management: Managing relationships with a variety of stakeholders, including internal teams, partners, investors, and regulatory bodies, was a critical aspect of the role. The SVP needed exceptional communication and negotiation skills to ensure alignment and support.
Mapped's Approach:
Strategic Candidate Search: Mapped conducted a thorough search for candidates who not only possessed a background in customer success and medical devices but also demonstrated strong business acumen and strategic thinking.
Cross-Functional Competence: The agency assessed candidates for their ability to collaborate with technology teams by evaluating their past experience in cross-functional roles.
Geographical Team Building: Mapped identified candidates who had experience in managing geographically dispersed teams or demonstrated potential to excel in this aspect.
Market Entry Expertise: Prospective candidates were evaluated for their knowledge of market entry strategies and their ability to build and nurture customer relationships.
Stakeholder Relationship Management: Mapped looked for candidates with a history of effective stakeholder management, ensuring they could navigate complex relationships and align diverse interests.
Outcome:
Mapped successfully placed an SVP for Customer Success who exceeded the client's expectations:
- The selected SVP brought a unique blend of customer success leadership, cross-functional expertise, and business acumen to the venture.
- Geographically dispersed teams were established and effectively managed, resulting in enhanced collaboration and productivity.
- The SVP facilitated productive collaboration between the business and technology teams, driving the development of innovative medical solutions.
- A robust market entry strategy was formulated and executed, leading to the establishment of new customer relationships and the leveraging of existing ones.
- The SVP's exceptional stakeholder management skills ensured that all parties were aligned, contributing to the overall success of the venture.
Conclusion:
Mapped's strategic approach to recruiting an SVP for Customer Success in an entrepreneurial venture of a multibillion-dollar German medical device firm addressed the multifaceted challenges posed by this leadership role. The successful placement of an SVP with a unique skill set, including customer success, cross-functional competence, and strategic thinking, has been instrumental in driving the venture's growth and success. This case study highlights how Mapped's tailored approach to executive recruitment ensured the client secured a top-tier candidate capable of managing diverse responsibilities and stakeholders in a dynamic and competitive industry.