Customer Success Director

4 days ago


Pompano Beach, Florida, United States ITrade STEM Full time

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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