Customer Success Director

1 month ago

Alpharetta, United States ClearStar, Inc. Full time
Who We Are

Since 1995, it has been ClearStar's mission to help make the world a better place through background screening. We demonstrate this daily through our core values and as an industry leader in background verifications, drug and clinical testing, health screening, and compliance. Our innovative technology solutions and services enable us to provide our clients with valuable recruitment, hiring, and decision-making information.

Who You Are

As our Customer Success Director, you are a professional with a successful experience profile that includes sales, client service, and operational excellence. You represent the voice of our clients within the company and provide support to ensure their satisfaction. Client retention and adoption of our products and services to meet their needs efficiently and expansion of relationships are other important aspects of the role. You are creating advocates for ClearStar's current and future customers

By managing strategic accounts, you are the ambassador of the customer relationship, and partner with account management, product, sales and service delivery, and finance to achieve the desired business outcomes, including increasing client NPS.

Building Client Relationships
  • Develop trusted relationships with decision makers within each assigned customer and serve as the lead strategic point of contact across an assigned book of business.
  • Understand each customer's business, their strategic and near-term goals and service needs to make strategic and tactical recommendations based upon ClearStar's products and services. Proactively advocate and engage with executives, account management, sales and product to align voice of customer and ClearStar objectives.
  • Engage with clients regularly, ensuring robust quarterly reviews with assigned clients. Provide insights, assessments, listening and action plans to strengthen the relationship and grow the business. Collaborate with account management, product, finance and sales to ensure timely execution on commitments and opportunities to grow and enhance the business relationship.
  • Work with the customers to ensure the platform meets customer requirements.
  • Prepare and give technical presentations to explain to customers how the products and services work.
  • Create customer advocates for ClearStar, develop case studies, client references, and create opportunities for customers to meaningfully contribute to ClearStar's marketing efforts.

Partnering With Your Colleagues
  • Collaborate with internal teams to balance, meet and exceed customer expectations and perceptions, acting as the voice of the customer internally, providing value added cross functional feedback to ensure the organization maintains a customer focused mindset.
  • Maintain expertise on industry trends/practices and competitive landscape and gather valuable feedback from clients for continual product and service improvement and competitive positioning.
  • Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs. Contribute to strategies for rollout and adoption of new products, features and services.
  • Monitor, assess and identify client specific risks and trends across the book of business. Communicate and develop proactive and responsive plans to mitigate any potential risks of customer churn.
  • Assist with new business growth and transition to ongoing service providing early engagement, demonstrations and representation of products and ClearStar service. Continuously measure adoption, satisfaction and performance to improve the customer experience with ClearStar and maximize benefits and results.
  • Develop a plan for customer success and expansion for each customer to achieve growth goals. Identify, develop, and close up-sell and cross-sell opportunities.
  • Develop and teach best practices around analysis, insights and client management to ClearStar client facing teams.

What You Bring to the Role
  • Bachelor's Degree and/or equivalent experience 10+ years of sales, operations, or client services experience, specific industry and solution experience strongly desired
  • Excellent communicator in-person, on the phone, through email and on virtual presentations with clients, ClearStar executives and colleagues
  • Poised and professional in planning, leading, and managing preparation and execution of client meetings and engagement activities
  • Analytical thinker with the ability to think and respond quickly in front of customers
  • Use frameworks, data, and analytical tools to help structure thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
  • Strong organizational skills with keen attention to details
  • Experience working with cross functional teams with demonstrated ability to drive a high level of collaboration and performance across departments, job levels both internally and externally
  • Strong focus on client needs and an intellectual curiosity about the solutions that help to meet them.
  • Growth mindset with a sales-oriented approach that is comfortable in a metrics driven, highly accountable, organization whose main goal is to increase revenue

What You Will Get

The salary range for the Customer Success Director role is commensurate with a mid-career client success professional and includes a base salary and bonus. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for excellent benefits which includes paid healthcare and life insurance premiums, low-cost dental and vision insurance, employee assistance program, 401K matching up to 4%, quarterly and annual bonuses, flexible time off, 8 company paid holidays, and 2 additional days of paid time off for volunteer activities.

This position is eligible for the Employee Referral Program.

Equal Employment Opportunities

ClearStar is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, ClearStar is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

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