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Director, Client Success

3 months ago

Seattle, United States 3Si Full time
Job DescriptionJob DescriptionSalary:

3Si is a software (SaaS) company that helps governments, nonprofits, and philanthropies use data to improve the lives of children. We work with a network of state and city governments to build data systems that help identify and address early childhood service gaps. Founded in 2012, 3Si is a mission driven organization with a collaborative, entrepreneurial, innovative, and fully remote work culture. 

 

We are growing and seeking a mission driven Director, Analytics & Client Success to join our Product team. Ideal candidates will have exceptional technical, analytical and quantitative problem-solving skills, solid customer management skills, growth-mindset, and interest to make a positive impact.

 

This is a fully REMOTE position. Only applicants who currently reside in California, Colorado, Oregon, and Washington State will be considered for this role.  


The Director, Client Success is a key leader responsible for driving strategic initiatives aimed at optimizing client satisfaction, retention, and overall business performance through the strategic use of customer support, data and analytics. This role involves leading a high-performing team, program management, collaborating across departments, and leveraging advanced data analytics to shape client success strategies. This position plays a crucial role in influencing decision making and driving continuous improvement of 3Si’s CUSP products, capabilities, and client success function.

 

What You Will Do

  • Manage all client engagement and relationship management throughout the client lifecycle (pre-implementation, implementation, post-implementation).
  • Build and maintain strong relationships with senior client executives, understanding their needs, and providing strategic advice and guidance on priorities and politics.
  • Primary point of contact for clients throughout the engagement period, providing strategic guidance, proactive support, and addressing any concerns or issues that may arise.
  • Coordinate cross-functional teams (Product, Analytics, Engineering) and provide project leadership for CUSP implementation for new clients. Navigate client’s internal team dynamics to facilitate data access, acquisition, and integration. Manage new implementation projects end-to-end across project teams.
  • Lead the development and delivery of ad hoc data analysis, client trainings, workshops, and documentation to enable clients to fully leverage the features and capabilities of our product.
  • Prepare and lead formal and informal presentations to diverse audiences, including policy makers, state agency research teams, funders, partners, and advocates.
  • Proactively identify opportunities and communicate any risks or challenges that may impact client retention. Collaborate across teams to ensure seamless contract renewals, identify opportunities, and achieve revenue growth targets.
  • Translate use cases into requirements and specifications for data analyses and lead the performance and delivery of analytics to ensure relevance and adoption, focusing on customer retention, expansion, and advocacy. Contribute to the development of CUSP model methodology based on client learnings and project data analytics.
  • Collaborate with engineering and product management teams to identify business requirements as well as stakeholder needs that can be turned into product features, capabilities, and ad hoc solutions.
  • Quantify and track value metrics that can be realized from the CUSP solution.
  • Lead and supervise the creation of monthly data report cards and Analytics Snapshot for each client in portfolio. Lead the creation and delivery of periodic progress reports to clients based on contractual agreement.
  • Providing guidance and leadership with client management and project data analytics (adaptive service).

 

What You Will Bring

  • Master’s degree in a relevant field (e.g. Economics, Business Administration, Education); doctoral degree preferred.
  • Seven or more years’ professional experience in solution delivery management for enterprise products.
  • Proficiency in statistics (or applied statistics) and experience in integrating and analyzing complex datasets to support executive decision-making.
  • Strong consultative and project management skills
  • Experience with data visualization platforms like Tableau and Power BI.
  • Proficient with one or more data analysis tools e.g. SQL, Python, R, SPSS, Stata, SAS preferred.
  • Proficiency in MS Office Suite required.
  • Solid ability to problem-solve and operate with analytical ambiguity.
  • Excellent interpersonal and communication skills with the ability to utilize multiple communication methods and styles to best reach target audience.
  • Exceptional organizational and time management skills.
  • Meticulous attention to detail to ensure accuracy in data analysis.
  • Ability to work collaboratively in a team-oriented environment.


Physical Expectations

  • Requires sitting for extended periods of time at a computer, keying and reading content.
  • Will be required to stand, reach, bend, twist, squat, and move about freely.
  • May need to be able to lift to 20 lbs.

 

What To Expect @ 3Si

3Si offers a professional and fun work environment. While we maintain a good balance between work and life, additional hours may be required at peak times. 3Si is a mission-driven consulting firm headquartered in Seattle, WA. We help our non-governmental organizations, philanthropies, and government client use data and information to make better decisions and create positive change. We serve the child welfare, education, community building, environment, health, transportation, and workforce development sectors.


3Si Perks

3Si offers a professional and fun work environment. We recognize and value our employees and strive to create a supportive environment for our team. Here are some of the "perks" we provide to ensure our employees can thrive:

  • Competitive compensation with base salary range of $145-165K, plus annual bonus plan.
  • 100% Company sponsored Medical, Dental, Vision, EAP, and life/ad&d plans. 
  • Paid Time Off starting at 3 weeks per year and 11 paid holidays.
  • 401k retirement plan + match
  • Career development opportunities

 

3Si provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.


remote work