Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement the customer journey by defining and managing lifecycle processes and touchpoints.

• Create a strategy that provides a unique customer experience in alignment with strategic objectives.

• Collaborate with sales and renewals to ensure customer renewals and expansions meet growth targets and effective adoption.

• Identify and document customer business goals to aid in solution adoption and anticipated ROI.

• Establish and manage key team metrics while supporting essential company metrics.

• Act as the customer's voice and relay internal feedback to enhance customer service.

• Set and ensure compliance with budgets, schedules, work plans, and performance standards.

• Work alongside senior management and executives to shape departmental strategy.

• Provide managerial oversight and direct performance management for direct reports.

• Manage HR-related responsibilities, including recruitment, compensation management, employment relations, and terminations.

• Foster the development of team members through coaching, functional expertise, communication skills, and client interactions; identify future leaders.

• Offer strategic influence to internal colleagues and industry groups.

• Serve as the escalation point for complex issues and assist in overcoming obstacles.

• Design the strategic vision, organizational structure, operating policies, procedures, and management practices aimed at achieving operational excellence.

• Assess team processes, identify areas for improvement, and advocate for departmental changes.

⛳️ Requirements

• A Bachelor's degree or equivalent experience.

• Over 8 years of experience in a sales or customer-facing role.

• At least 6 years of prior management experience.

• Proven fiscal responsibility and accountability in budget management.

• Excellent problem-solving, critical thinking, and analytical abilities.

• Exceptional collaborative skills, successful in team settings and across different areas.

• Outstanding attention to detail.

• Excellent interpersonal skills, capable of maintaining strong relationships with team members and professionalism with external stakeholders.

• Strong leadership, sound judgment, and business acumen.

• Excellent oral and written communication skills.

• Superior organizational, multi-tasking, and time management abilities.

• Exceptional facilitation and project management skills.

• Strong customer service orientation.

• Self-motivated with a focus on follow-through and attention to detail.

• Ability to handle sensitive information with discretion and tact.

• Skilled at building rapport and gaining the trust of others; effective in reaching consensus.

• Thrive in a fast-paced, deadline-driven environment.

• Capability to coach, mentor, and provide timely feedback to team members.

• Proficient in developing, using, and delivering engaging, informative, and compelling presentations.

• Ability to guide and support developing team members.

• Quick learner with a curiosity for technology and aptitude for it.

• Proficient in Microsoft Outlook or similar email and calendar software.

• Strong business and technology understanding.

• Extensive knowledge of company software technology.

• Thorough understanding of selling or delivering IT Products/Services.

• Willingness to travel up to 15% of the time.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible work environment and supportive company culture.

• Health and wellness programs.

• Employee recognition and rewards initiatives.