Director of Customer Success

Job Description

We build. We create impact.

As a Director of Customer Success on the Customer Success team, you will make a positive impact by being responsible for:

Customer success strategy : Developing and implementing a strategic roadmap for the Customer Success department in alignment with overall company goals.

Customer Experience Optimization: Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.

Customer Service Excellence: Ensuring a high standard of customer service management, addressing customer inquiries and issues, and ensuring prompt and effective resolution.

Customer Journey: Overseeing the entire customer journey, and driving revenue growth through strategic initiatives.

Team building: Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of our company products and services.

Cross-Functional Collaboration: Ensuring collaboration with all business functions to deliver a best-in-class customer experience across stages, channels, and touchpoints in the customer journey.

Advocacy for the Customer: Being an advocate for the customer, collaborating with cross-functional teams to address customer pain points and inform overall strategy.

Strategic Account Management: Devising and executing strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.

Upselling and Expansion: Boosting revenue growth by identifying upselling or cross-selling opportunities within existing client accounts.

KPI Development: Developping key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.