Vice President, Customer Experience

SOVRA is a leading public procurement platform serving over 7,000 government agencies and connecting them with more than 1 million suppliers across North America. SOVRA offers comprehensive, end-to-end solutions tailored for the public sector. It is a division of mdf commerce.

SOVRA's solutions are purpose-built to address the unique challenges of public procurement, ensuring compliance, enhancing efficiency, and promoting transparency. Our commitment to innovation has been recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute, affirming our platform's adherence to the highest standards in efficiency and vendor accessibility. 

By leveraging SOVRA's advanced tools and expansive supplier network, public agencies can optimize every tax dollar spent, drive better procurement outcomes, and deliver exceptional services to their communities.

You can find more info about SOVRA at SOVRA.com

Overview of the role

Delighting our customers is at the heart of our mission. 

The Senior VP Customer Experience plays a pivotal role in ensuring that SOVRA delivers exceptional value to its buying agencies across North America, driving satisfaction, usage, retention, and long-term growth. The role reports directly to the CEO and is part of the executive leadership team. 

This is a unique opportunity to lead SOVRA’s Buyer customer-facing functions, which cover the entire customer journey from post sales to post launch. It includes Professional Services / Implementation, Customer Success and Account Management, Customer Support, Project Management/performance and the management of our partnership with The Institute for Public Procurement (NIGP). 

This leader will participate in certain large customer proposals and collaborate cross-functionally with Sales, Product, Marketing, and Technology teams to enhance the end-to-end customer experience.

Main measures of success for the role:

• Customer Net Promoter Score (NPS) and other satisfaction metrics trajectory
• Retention rates across Buyer agencies
• Successful implementation of newly acquired customers
• Operational efficiency and scaling of customer-facing functions

What will your main responsibilities look like?

In this role, you will be led to:

1. Customer Strategy & Execution: Define and implement a holistic customer strategy that drives value, satisfaction, and long-term partnerships.
2. Customer Lifecycle Management: Oversee the full post-sale journey to ensure a consistent, high-impact customer experience from onboarding to renewal.
3. Champion Voice of the Customer: Advocate for customer needs, ensuring insights are captured, and translated into actionable improvements across product and beyond.
4. Implementation & Professional Services Excellence: Oversee the successful deployment of new customers with scalable onboarding frameworks and high-quality project delivery.
5. Support Operations & Service Quality: Ensure responsive, data-driven support operations with clear SLAs and KPIs, while continuously improving processes to elevate satisfaction.
6. Team Leadership & Talent Development: Build, mentor, and inspire high-performing teams, fostering a culture of accountability and customer-centricity.

What elements of your professional background will be necessary and useful in this role?

• 15+ years of professional experience in customer-facing roles
• 5+ years of executive leadership experience in customer success, customer operations, support, and professional services
• Experience scaling customer experience and support operations, including the implementation of success platforms (e.g., Gainsight, ChurnZero, Salesforce)
• Strong background in collaborating with Product and Technology teams to influence roadmaps based on customer insights
• Familiarity and experience with public sector technology projects or complex B2B environments is a plus.

What are the assets that would make you stand out?

• Customer-obsessed: You are passionate about delivering exceptional experiences and value at every stage of the customer journey.
• Empathetic: You listen, understand and inspire both customers and employees as you foster a culture of growth and employee-ownership
• Mission-driven: You understand the importance and meaning of our dedication to serving the public sector and civil servants with better technology
• Results-driven: You focus on outcomes, with a bias for action and accountability
• Process-oriented: You are a builder of systems and functions that can scale as we grow

Job Location

SOVRA is a 100% remote culture company. Candidates can be based anywhere in the United States. Moderate travel to engage with customers and employees in-person is to be expected. 

What are the next steps?

Please reach out to Karine Andenas, SOVRA Talent Acquisition Specialist (karine.andenas@mdfcommerce.com) with your resume.