Direct Hire | SaaS | US East Coast – Remote | Apply Now –
POSITION SUMMARY
Reporting to the Vice President of Customer Success, the Director of Customer Success (East Coast) will be responsible for leading a high-performing Customer Success team that drives adoption and value realization in our client’s largest accounts. Your focus will be to make every team member and customer in your portfolio wildly successful to drive long-term loyalty and increased usage of our client’s products (SaaS).
Your role will be to serve as a customer advocate leader, often functioning as a liaison between customers and all internal teams (e.g. Sales, Professional Services, Customer Support, Product Development, etc). You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and effectively managed throughout the organization ensuring the right resources are brought to the customer situation at the right time.
You will be a leader in key programs and initiatives that drive the customer success vision, framework and maturity through effectively articulating vision/plan, metrics, and overall success criteria.
ESSENTIAL DUTIES and KEY RESPONSIBILITIES
- Oversee the success of team and customers in your portfolio to ensure adoption, value realization and renewal.
- Ensure Customer Success Managers (CSMs) are meeting the company’s high standards of customer experience.
- Actively mentor individual CSMs via observation, participation and coaching.
- Develop a career path for CSMs and provide opportunities for advancement where appropriate.
- Drives key customer success and cross-functional projects and initiatives, effectively articulating vision/plan, metrics, and overall success criteria.
- Build and nurture C-level relationships across the top accounts in your portfolio to solidify their partnership with our client.
- Work closely with the Customer Growth Group sales team to build and execute individual account plans.
- Leverages techniques such as journey mapping, personas, outcomes management and future state experience maps to understand the desired end-to-end customer experience across defined customer segments.
- Develop and execute on a shared services/pooled customer success model for enterprise and corporate customers that do not have a named Customer Success Manager.
- Focus will be to identify key adoption metrics, triggers and messaging to customers; proactively pursue solutions to issues or capitalize on opportunities at the earliest possible stages to reduce customer churn and down sell; maintain all required business records for customer interactions.
- Develops and executes on communication plan to proactively engage key stakeholders.
- Acts as the advocate for the customer within the organization and partners with stakeholders to align and support the end to end experience for defined channels and customer segments.
- Leverages techniques such as journey mapping, personas, outcomes management and future state experience maps to understand the desired end-to-end customer experience across defined customer segments.
- Manages and facilitates meetings, logistics, and follow-ups with the program team and other cross functional resources.
- Prepares analytics, reports and presentations linking to defined KPIs and outcomes.
- Develops key enablement strategies and learning objectives for Customer Success.
- Ability to travel up to 35%
KEY QUALIFICATIONS and EXPERIENCE
- 8+ years’ experience successfully building and managing professional services, CSM or account management organizations.
- 5+ years of direct experience managing projects and teams in a management role; involvement in CX positions and/or implementation of CX-related projects highly preferred.
- Experience using CX KPIs/metrics as well as other qualitative and quantitative data to analyze and drive customer-centric activities that improve the overall customer experience
- Experience with large, enterprise customers and international accounts.
- Experience with change management and business process/optimization improvement programs and initiatives.
- Demonstrated experience managing and developing teams and collaborating across organizational boundaries, facilitating cross-functional teams, building consensus, and obtaining executive buy-in.
- Ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, product, engineering, sales and marketing experts.
- Detail oriented with ability to handle multiple priorities and projects in a fast-paced environment.
- Excellent communications (written and verbal), analytical and problem solving & decision-making skills.
- Demonstrated ability to adapt quickly and maintain strong performance during times of ambiguity and change.
- Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
- Excellent organization, project management, time management, and communication skills
- Ability to quickly grasp and succinctly explain technological and business concepts
- Ability to lead cross function business and technical teams to provide timely issue resolution
- Willingness to ‘roll up your sleeves’ and assist wherever needed
- Ability to work independently and to deliver on detail as well as strategy
- Team player who will innovate to continue improving the way the company serves its customer
- Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
