![Decisions](https://media.trabajo.org/img/noimg.jpg)
Senior Director, Customer Success
3 weeks ago
Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.
Decisions is looking for a Senior Director of Customer Success, this role will own, lead, coach, and empower the CS Team (comprised of Customer Success Managers (CSMs) and Customer Success Operations). The CS team is responsible for helping our customers maximize the value of their use of our product suites and ensure adoption of the implemented solution. This role will also ensure that the CSM team is identifying renewals and growth opportunities at customer sites with the objective of driving incremental revenue for the regions. You have excellent Project Management skills and keep the lines of communication open by circulating reports that keep stakeholders and CS team members in the loop or escalate when needed. The Senior Director will lead strategic initiatives to enhance the customer experience and drive business value for our clients.
As the voice of your team, you'll work closely cross-functionally with executive stakeholders and teams across Decisions, to regularly inform the progress and growth of your customer as well as raise any escalations and solve them through partnership. You will execute a comprehensive customer success strategy aligned with Decisions' business goals and objectives. You'll use your previous Customer Success expertise to help your team build world-class relationships and help mentor and shape the next leaders of the organization.
The Senior Director of Customer Success position offers a unique opportunity to make a significant impact on our customers' success and satisfaction while driving business growth and innovation. You will have the autonomy to shape our customer success strategy, develop our team, and drive meaningful outcomes for both our customers and our organization. If you are passionate about delivering exceptional customer experiences and driving positive business outcomes, we're excited for you to apply
This position is on-site at our HQ in Virginia Beach, VA.
Key ObjectivesObjective #1: Team Leadership and Development:
- Oversee the team's progress while finding innovative ways to enhance productivity using strategic and tactical lens (Directors, Customer Success Managers and Customer Success Associates)
- Provide mentorship, guidance, and performance feedback to team members, fostering their professional growth
- Establish clear roles and responsibilities, delegating tasks effectively to maximize team productivity and efficiency
- Identify strengths within your team's portfolio and turn them into growth opportunities
- Develop thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization
Objective #2: Own and Define the vision of Decisions Customer Success Strategy:
- Define success metrics and key performance indicators (KPIs) to measure the effectiveness of customer success initiatives - gross retention, opportunity identification for business revenue growth, net promoter score, etc
- Determine how to define, drive, and demonstrate the value (ROI) delivered
- Own delivery of Decisions projects at customer accounts to ensure deployment matches client executive and business sponsor expectations
- Develop and execute a comprehensive customer success strategy aligned with Decisions' business goals and objectives
Objective #3: Collaborate with internal teams to identify, develop and deliver Renewals & Expansion opportunities:
- Create a process to work with the CSMs & Sales team to deliver upsell opportunities
- Find expansion opportunities to increase use case count in production for customers and improve NPS scores
- Identify strengths within your team's portfolio and turn them into growth opportunities
- Partner closely with Account Management to support continued customer growth
- Collaborate with Product Management and Engineering teams to relay customer feedback and prioritize product enhancements and feature requests
- Project Manage customer needs across teams, and coordinate communication from various Decisions teams to the customer ensuring consistency and clarity for the customer
Objective #4: Collaborate with our clients executive stakeholders to understand business objectives and identify strategic opportunities for professional services:
- Work directly with key project and executive stakeholders throughout the entire project life-cycle to ensure client satisfaction and adoption and lead
- Refine team processes and best practices of the Customer Success team to ensure consistent delivery and support for our customers
- Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience
- Own delivery of Decisions projects at customer accounts to ensure deployment matches client executive and business sponsor expectations
Objective #5: Intimately understand your client's business, identify problems which are key to their growth and/or survival, identify how Decisions can solve these problems with our platform:
- Develop strategies for CSMs to deeply understand our customers' objectives
- Empower CSMs to become a trusted advisor and advocate for the customers they serve
- Partner with product and engineering to continuously improve products and bring the voice of the customer into the organization
- Champion the voice of the customer within Decisions, advocating for customer needs and driving initiatives to enhance customer experience
- Solicit and gather customer feedback to identify areas for improvement and drive product enhancements and service improvements, which is managed by NPS score
- You have experience with problem identification and Business Value Analysis and leading customers towards measurable ROI
- Detail oriented, comfortable with ambiguity
- Possess strong technological understanding and experience of enterprise software
- You have excellent communication skills and keep the lines of communication open by circulating reports that keep stakeholders in the loop on project status and in-sync with the latest development schedule and priorities
- You have experience with Agile project delivery, especially at scale
- At least 5 direct reports, while also managing multiple simultaneous projects under management
- Strong business acumen and the ability to translate business requirements into technical solutions that meet customer needs and drive upsells upon business need
- Proven presentation, interpersonal communication, documentation skills, highly organizational skills and proven ability to communicate our value proposition
- Demonstrated experience building and scaling a Customer Success focused business with accountability for financial targets
- Excellent leadership and team management skills, with the ability to inspire and motivate teams to achieve high levels of performance
-
Senior Director, Customer Success
2 months ago
Virginia Beach, United States Decisions Full timeJob DescriptionJob DescriptionDecisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing...
-
Director, Customer Success
2 weeks ago
Palm Beach Gardens, United States TBC Corporation Full timeCompany OverviewWith $5 billion in revenue and 3,800+ employees in the U.S., Mexico and Canada, TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC...
-
Director, Customer Success
1 month ago
Palm Beach Gardens, United States TBC Corporation Full timeCompany OverviewWith $5 billion in revenue and 3,800+ employees in the U.S., Mexico and Canada, TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC...
-
Director, Customer Success
3 weeks ago
Palm Beach Gardens, United States TBC Corporation Full timeCompany OverviewWith $5 billion in revenue and 3,800+ employees in the U.S., Mexico and Canada, TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC...
-
Senior Director, Professional Services
2 months ago
Virginia Beach, United States Decisions Full timeJob DescriptionJob DescriptionDecisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing...
-
Senior Director, Professional Services
3 weeks ago
Virginia Beach, United States Decisions Full timeJob DescriptionJob DescriptionDecisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing...
-
Junior Customer Success Manager
2 weeks ago
Virginia Beach, United States REI Virginia Full timeJob DescriptionJob DescriptionThe consumer comes first within the hospitality industry and that is no exception at REI Management. Our Junior Customer Success Managers help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Junior Customer Success Manager, you...
-
Junior Customer Success Manager
4 weeks ago
Virginia Beach, United States REI Virginia Full timeJob DescriptionJob DescriptionThe consumer comes first within the hospitality industry and that is no exception at REI Management. Our Junior Customer Success Managers help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Junior Customer Success Manager, you...
-
Junior Customer Success Manager
2 months ago
Virginia Beach, United States REI Virginia Full timeThe consumer comes first within the hospitality industry and that is no exception at REI Management. Our Junior Customer Success Managers help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Junior Customer Success Manager, you will be a part of creating and...
-
Junior Customer Success Manager
3 weeks ago
Virginia Beach, United States REI Virginia Full timeJob DescriptionJob DescriptionThe consumer comes first within the hospitality industry and that is no exception at REI Management. Our Junior Customer Success Managers help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Junior Customer Success Manager, you...
-
Junior Customer Success Manager
1 week ago
Virginia Beach, United States REI Virginia Full timeJob DescriptionJob DescriptionThe consumer comes first within the hospitality industry and that is no exception at REI Management. Our Junior Customer Success Managers help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Junior Customer Success Manager, you...
-
Customer Success Representative
4 weeks ago
Long Beach, United States LA Business Development Firm Full timeJob DescriptionJob DescriptionThe Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of...
-
Customer Success Representative
3 weeks ago
Long Beach, United States LA Business Development Firm Full timeJob DescriptionJob DescriptionThe Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of...
-
Director Customer Experience
2 months ago
Pompano Beach, United States Interior Talent Full timeSenior Customer Experience Director | Pompano Beach, FLThis is an excellent opportunity for a detail-oriented and customer-centric Customer Experience Director to join a growing and established family-run company. Bring your experience to learn and grow with an excellent firm.The Senior Customer Experience Director will play a key role in helping deliver a...
-
Director, Customer Success
5 days ago
Palm Beach Gardens, United States TBC Corporation Full time**Company Overview**: With $5 billion in revenue and 3,800+ employees in the U.S., Mexico and Canada, TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC...
-
Director of Client Success
7 days ago
Newport Beach, United States Amaze Software Inc. Full timeWe are seeking a highly qualified and motivated Director, Client Success to lead our global sales team. This role will be responsible for executing our sales strategies with both net new and retained clients. The Director of Client Success will inherit an experienced Client Success team across the US with the opportunity to build/expand the team further in...
-
Travelling Director of Resident Care
2 weeks ago
Virginia Beach, United States Five Star Senior Living Full timeWork With Purpose At Five Star Senior Living, our people are the critical link to those we serve, and it is their vitality, energy, and caring nature that allows us to fulfill our mission of enriching and inspiring the journey of life. In addition to nurturing and advancing the lives of our residents, our team members enjoy meaningful opportunities...
-
Director of Client Success
1 week ago
Newport Beach, United States Amaze Software Inc. Full timeWe are seeking a highly qualified and motivated Director, Client Success to lead our global sales team. This role will be responsible for executing our sales strategies with both net new and retained clients. The Director of Client Success will inherit an experienced Client Success team across the US with the opportunity to build/expand the team further in...
-
Director of Assisted Living
1 week ago
New Smyrna Beach, United States Seashore Senior Living Full timeJob description **Qualifications**: This person is highly competitive, sales driven, and has a proven track record of success in managing all aspects of senior living They must be focused on resident and staff satisfaction, be able to analyze data and root causes, communicate well, and possess an inner drive to be the best Qualifications Proficient in...
-
Customer Success Partner
3 weeks ago
Delray Beach, United States Blue Yonder Full timeKey responsibilities of this leader include but not limited to: Drive customer success strategies into their customers so achieving adoption and expertise within JDA solutions. Serve as primary point of contact for any non-commercial relations and general escalation management Monitor and drive adoption metrics (i.e. deployment, utilization, and value...