About The Role

The Folklore is searching for an experienced VP of Sales and Customer Success to build and lead a team that will develop, grow and support our expanding retail and brand user base. This role is a key part of the leadership team that will develop strategies across sales and customer success, while streamlining operations.

A core responsibility will be sourcing and acquiring enterprise retailers as an individual contributor. The VP of Sales & Customer Experience will also lead a six person sales and customer success team focused on brand and SMB retailer acquisition, enterprise account management, and customer support. This individual will have a significant impact on the company's revenue, roadmap, and external relationships. This is an opportunity to get in on the ground level and work closely with our CEO to develop a barrier breaking world-class company that is revolutionizing wholesale distribution for diverse and emerging market suppliers.

Location: U.S. (New York preferred but open to remote)

Type: Full Time

Currently reports to: CEO

Compensation: Base + salary

Responsibilities

Strategic Development

• Collaborate with CEO to set and manage sales and customer success objectives, goals, and KPIs
• Develop sales and customer success strategies to achieve business objectives
• Provide insight on product roadmap based on customer needs and company objectives
• Collaborate with Marketing to develop strategy for successful digital and physical selling events
• Collaborate with Marketing to evaluate external partnerships that lead to brand and retailer growth

Sales

• Personally identify and create a sales pipeline of enterprise retailers and hit company targets
• Personally manage every stage of the enterprise sales pipeline from sourcing deals, pitching executives, and closing deals
• Cultivate and maintain relationships with enterprise customers’ executive teams
• Develop and manage sales playbook across all three sales departments (enterprise retail, SMB retail, brands)
• Develop and oversee sales pitch email and meeting scripts across all departments
• Source and implement new software to manage workflow and sales process
• Handle sales issues that are escalated by direct reports
• Create sales reports on sales business status, risks, and revenue attainment

Customer Success

• Develop and manage customer success playbook for all three customers (enterprise retail, SMB retail, brands)
• Develop and oversee upselling opportunities with existing customers
• Collaborate with Product Manager to ensure Help Center is up to date with necessary information and accompanying media
• Handle customer success issues that are escalated by direct reports
• Create CS reports on existing business status, risks, retention, and upsell attainment

Team Management

• Manage existing and recruit new sales and customer success team members
• Oversee and provide support to all team members in all four departments (Enterprise Retail, SMB Retail, Brand Sales, Customer Success) to ensure they meet goals
  

Who You Are

• You have B2B Retail/Wholesale Tech, Sales, and Customer Success experience with a proven track record of successfully scaling revenue at an early stage company
• You have experience sourcing, pitching, winning, and maintaining multi-year relationships with major enterprise retailers
• Advanced knowledge of merchandising and wholesale processes; in particular as it relates to apparel, accessories, beauty, and homeware buying
• Great communication skills, writing skills, continuous learning, and bias for action
• Great team player with passion for encouraging cross-functional collaboration and alignment
• You have experience with building and scaling internal tools which drive efficient and effective sales operations and customer experience
• You are a creative problem-solver. You excel at identifying simple solutions to tough problems.
• You are relentlessly resourceful. When something needs to get done, you always find a way to make it happen. Even when the work is hard, you have the drive to power through it and execute with limited information and ambiguity.
• A "can do" attitude driven by your passion to accomplish your goals and empower your team to do the same

Must Have

• Bachelor’s degree in business, marketing, or equivalent experience
• 7+ years of professional B2B fashion wholesale sales/account management experience with a minimum of three years at a Director level or above
• 2+ years of professional B2B SaaS sales experience in the retail tech or fashion tech space
• 2+ years of professional experience working in-house for a fashion or beauty brand
• Built and managed teams of 6 or more
• Experience with CRM systems (Hubspot, Salesforce, etc.)
• Experience developing sales and customer success playbooks

Bonus to Have

• At least two years experience working at an early stage tech startup preferred
• Experience using competitor B2B wholesale systems
• Former buyer at large retail company

To apply email your resume to careers@thefolklore.com and include the job title in the subject line.