Director of Client Success

24 hours ago

Alpharetta, Georgia, United States FIRSTENROLL LLC Full time
Job Description

At FIRSTENROLL LLC, we are seeking a highly skilled Director of Client Success to join our team. This key leadership position is responsible for ensuring our customers achieve their desired outcomes while using our products or services.

The Director of Client Success will lead the Account Management team to drive customer satisfaction, retention, and growth. This role bridges the gap between our customers' needs and our company's solutions, driving loyalty, retention, and growth.

Key Responsibilities

  • Strategy and Leadership
    • Develop, implement, and refine customer success strategies aligned with company goals, focusing on client retention, satisfaction, and growth.
    • Lead and mentor a team of Account Managers, fostering a culture of excellence, accountability, and continuous improvement.
    • Collaborate with cross-functional teams (Sales, Product, Operations) to ensure a seamless customer experience.
    • Stay informed about industry trends and best practices in client success to keep the organization competitive.
  • Customer Relationship Management
    • Build and maintain strong relationships with key clients, acting as their primary point of contact and advocate within the company.
    • Oversee the development of success plans for strategic customers.
    • Proactively identify at-risk accounts and develop mitigation strategies.
  • Performance Monitoring and Optimization
    • Establish and track key performance indicators (KPIs) to measure the success of client engagement and satisfaction initiatives.
    • Success in this role will be measured by Customer Retention Rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV).
    • Analyze customer health scores and usage data to identify trends and opportunities.
    • Implement best practices to improve customer onboarding, adoption, and expansion.
    • Address client issues and challenges promptly, coordinating with relevant teams to ensure effective solutions are implemented.
  • Product Adoption and Growth
    • Drive product adoption and feature utilization within existing accounts.
    • Identify and execute on upsell and cross-sell opportunities.
    • Provide valuable customer feedback to the product team to influence the product roadmap.
  • Operational Excellence
    • Optimize customer success processes and workflows.
    • Oversee the onboarding process for new clients, ensuring a smooth transition and early engagement.
    • Collect and analyze client feedback to identify areas for improvement and drive product enhancements based on client needs.
    • Manage the Account Management budget and resource allocation.
    • Ability to manage multiple projects and priorities in a fast-paced environment.

Qualifications

  • 9+ years of experience in customer success, account management, or related customer-facing roles
  • 5+ years of experience in a leadership role managing teams
  • Proven track record of retaining and growing customer accounts
  • Strong analytical skills with the ability to translate data into actionable insights
  • Excellent communication, presentation, and interpersonal skills
  • Experience with CRM systems (e.g., Salesforce) and customer success platforms
  • Bachelor's degree in Business, Marketing, or related field

Preferred

  • Experience in the TPA or health payer markets
  • Knowledge of data analysis tools and techniques
  • Master's degree in Business Administration or related field

Key Competencies

  • Strategic thinking and problem-solving
  • Negotiation and conflict resolution
  • Team leadership and development
  • Project and change management
  • Customer-centric mindset
  • Business acumen

What We Offer:

  • Competitive salary, bonus, and benefits package
  • Opportunities for professional development and career advancement
  • A collaborative and inclusive company culture
  • The chance to make a significant impact on client success and company growth

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