Customer Success Director
4 days ago
About the Role
We are seeking a seasoned Customer Success Director to join our team at ITrade STEM. This is an excellent opportunity for a results-driven professional to make a meaningful impact in ensuring customer success.
Key Responsibilities:
- Serve as the primary point of contact for customers, ensuring a seamless transition from sales to implementation.
- Manage the onboarding process, providing effective training and equipping customers with the necessary tools to use our products.
- Collaborate with cross-functional teams to address customer needs and feedback.
- Develop and maintain strong relationships with customers, understanding their business goals and how our solutions can help them achieve success.
- Monitor customer engagement and usage metrics to identify opportunities for improvement and growth.
- Lead project management efforts for customer implementations, ensuring timely completion and staying within scope.
- Act as a champion for the customer within the organization, providing insights and feedback to enhance product offerings and customer experience.
- Facilitate regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for upselling or cross-selling additional products and services.
- Build and manage a team of support and project management professionals to elevate the customer experience and ensure successful deployments.
Requirements:
- Bachelor's degree in Business, Marketing, or a related field; relevant experience may be considered in lieu of a degree.
- 5+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology company.
- Strong project management skills, with the ability to handle multiple customer implementations simultaneously.
- Excellent communication and interpersonal skills, with a customer-centric mindset and the ability to build rapport with clients.
- Experience in managing customer onboarding and support processes, focusing on customer satisfaction and success.
- Familiarity with product management principles and the ability to understand technical aspects of the product.
- Ability to analyze customer data and metrics to drive insights and improve customer engagement.
- Strong problem-solving skills and the ability to navigate complex customer situations effectively.
Compensation Package:
The estimated salary range for this role is $120,000 - $160,000 per year, depending on experience.
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