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Director of Customer Success and Growth

2 months ago

San Francisco, California, United States Fountain Full time
About the Role

Fountain is seeking a highly skilled and experienced Director of Customer Success and Growth to join our team. As a key member of our organization, you will be responsible for driving customer success, growth, and retention through our Customer Engagement Model.

Key Responsibilities
  1. Customer Success and Growth: Develop and maintain strategic customer relationships, focusing on consistent engagement to support the ongoing needs and objectives of each customer.
  2. Service Performance Analysis: Analyze short and long-term service performance data, providing customers with actionable recommendations to drive efficiency and growth and improve the quality of their programs.
  3. Transportation Surveys and Analysis: Conduct global transportation surveys and analysis to gather actionable feedback from current and prospective commuters to drive behavioral change.
  4. Electric Vehicle Strategy: Develop a vision and strategy for each customer to accelerate their transition to electric vehicles and achieve zero emission goals.
  5. Quarterly Business Reviews: Manage quarterly business review – align internal stakeholders, develop content, and lead the presentations.
  6. Advocacy and Marketing: Identify advocacy opportunities and targets for advocacy engagements, and actively contribute to and support marketing advocacy programs.
  7. Industry Events: Attend local and regional transportation conferences, workshops, and networking events.
Requirements
  • At least 3 years of prior experience in Customer Success or Sales.
  • At least 3 years of experience in Transportation, Transit, Mobility, or Urban development sectors.
  • Knowledge of the procurement process (experience drafting or replying to RFP).
  • Ability to set goals and a proven ability to achieve job performance metrics.
  • Excellent client facing and internal communication skills, with an ability to effectively partner with customers, internal account teams, vendors, and other internal support teams for flawless execution of projects.
  • Strong organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels).
  • Several years of experience directly managing, advising, and negotiating with enterprise customers, at all levels of seniority, with a track record of building trust and fostering successful business relationships.
  • Strong analytical skills, with the ability to draw quick, insightful conclusions from data sets and deliver actionable recommendations.
  • Solid financial background or a strong understanding of financial concepts, to analyze P&Ls and construct intricate pricing sheets.
  • Rigorous, attentive to details, with an ability to adhere closely to established processes, while also being involved in process enhancement initiatives.
  • Proficiency in Customer Relationship Management (CRM) systems is required, and knowledge of Salesforce is a must.
  • Genuine passion for transportation demand management, including carpooling, vanpooling, employee shuttles, Mobility as a Service (MaaS), bike/ped, and public transit options, with a focus on zero emission vehicles and sustainability.