Director - Customer Success

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Requirements:

• You have exceptional written and spoken English (Proficient)
• You have a minimum of 3 years of people leadership roles within Customer Success
• Comfortable working across multiple departments in a deadline-driven environment
• You have excellent communication skills and strategic planning skills
• You have strong organizational skills and project management skills
• You can handle confidential information
• You are analytical and have a process-oriented mindset
• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines (multitasker who can quickly adjust priorities)
• You are a self-starter, quick learner and highly organized with attention to detail
• You are flexible, patient, persistent and have a team spirit attitude

Responsibilities:

• Collaborate with the CSM team and Delivery team to maintain and evolve customer success strategies, incorporating best practices and creating customer support content that effectively addresses customer needs and enhances their overall experience
• Own CSM account assignment process and expectations for CSMs across on-boarding, driving adoption, proving ROI to customers and flagging when a customer could be ready for an upsell to Sales. Key processes to build & create accountability for are: Time to OnBoard, Adoption Score, At-Risk customer model and Next Best Action Plays.
• Maintain our Account Segmentation strategy to ensure proper ratios of CSM to Client and service level between our standard and high value clients
• Coach your team to enhance overall relationships with assigned clients, taking ownership of their success by efficiently managing onboarding, implementation, training, driving adoption, ensuring retention, and consistently achieving high levels of customer satisfaction
• Develop and nurture a trusted strategic advisor relationship with clients, actively driving ongoing value and maximizing the benefits they derive from our products and services
• Contribute to the planning and development of customer communication strategies, leveraging customer insights and feedback to enhance messaging and ensure alignment with organizational goals and objectives
• Demonstrate excellent communication skills to effectively engage with senior-level management, both internally and externally, in order to gain a deep understanding of customer needs, drive retention and growth, and effectively convey valuable insights and learnings
• Proactively manage and maintain customer success metrics and data, diligently following established protocols and guidelines to ensure accurate and up-to-date records are maintained for analysis, reporting, and decision-making purposes
• Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively
• Prepare and analyze NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty
• Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services