Director Customer Success
SmartLinx Solutions Edison, NJ base and commission
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As a Director of Customer Success, you will manage the team responsible for client health and adoption of our cloud-based, award-winning workforce management suite. You will be the key owner of Customer Success team performance, metrics, and day-to-day operations.

Your team will cultivate relationships with the SmartLinx client base, ensuring that they achieve maximum value from the product suite and encouraging them to expand their usage of the software. You will be responsible for working directly with client executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software usage, and renewal.

This is a highly strategic role within the company, with many touchpoints in the field (both pre- and post-sale) as well as internal facing with product management and marketing.

Key Responsibilities:

Include but are not limited to:

 

  • Manage and motivate a high performing Customer Success team with the following responsibilities:
  • Tracking improvements to Customer NPS
  • Driving revenue retention via customer renewals
  • Generating incremental bookings within existing accounts
  • Supporting up- and cross-sell activities with direct sales by cultivating leads in shared accounts
  • Architect, implement and operate a highly efficient renewal engine
  • Own the optimization of contracts and other documents supporting renewals
  • Develop toolsets which automate previously agreed upon price increases in collaboration with Finance
  • Manage “code-red” accounts through a systematic, repeatable recovery strategy and deliver them to a referenceable state
  • Manage specific named accounts and own an individual quota as a player-coach (for2017)
  • Collaborate with sales leadership to establish an integrated, complementary account management strategy focused on client satisfaction and white space exploration
  • Contribute to the innovation of the services portfolio, including the development of insights and advisory services delivered by the Customer Success team
  • Develop tools and assets that support value confirmation motions and the execution of business reviews (monthly or quarterly)
  • Contribute to the development of integrated sales-service playbooks and customer buying journeys
  • Establish trusted advisor relationships with client coaches and executive sponsors, ensuring that activities are closely aligned with the customer’s business strategy
  • Demonstrate the business value of the product suite, acting as a product evangelist and exhibiting domain knowledge of the customer’s vertical
  • Produce a target number of reference accounts per fiscal year via account oversight and relationship management
  • Maintain an accurate forecast and manage deal desk activities to ensure deals are cleaned and booked in a timely manner.
  • Author best practices content (such as blog posts, cookbooks, and thought leadership articles) which can be shared via social or integrated into an automated marketing engine

Qualifications

 

  • Bachelor’s Degree in Business, Computer Science, Workforce Education, Information Systems or related major, or comparable education and work experience
  • 5+ years of direct management experience of account management/customer success teams
  • Experience as a B2B quota carrying sales professional in software or technology

 

 

Knowledge, Skills, and Abilities

 

  • Passion for customer experience and an understanding of the shifting landscape of their expectations
  • Experience with contract negotiations, redlines, and sale close planning
  • Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)
  • Experience with workforce management software applications or other similar solutions
  • Ability to cultivate positive working relationships with clients and co-workers
  • Excellent communication skills, including writing, proof-reading skills, and speaking
  • Ability to effectively communication technical information in non- technical terms
  • Ability to manage multiple projects and work assignments concurrently
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
  • Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities
  • Ability to accomplish job requirements with limited supervision
  • Comfort level with data science and statistical thinking
  • Up to 25% travel is possible, but less is generally anticipated

 

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