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Sr. Director, Customer Success

4 months ago

Phoenix, United States Emplifi Full time

About Emplifi

Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital and social-first strategies. More than 20,000 brands, such as McDonald’s, Ford Motor Company, and Delta Air Lines, rely on Emplifi to connect with consumers in marketing, commerce, and care.

About the Customer Success Team

The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs. Through this, they are ultimately responsible for retaining and growing Emplifi’s existing client relationships. We leverage the industry's largest social media data set and CX management suite. We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in.

Position Overview:

As the Senior Director of Customer Success, Americas, you will be responsible for defining the strategy and leading operations and execution for Customer Success across all of North and Latin America. Owning the renewable book of business for the Americas, you will leverage your depth of understanding of our customer base to design and implement strategies to ensure a first-class customer experience, delivery of value, and to secure renewals and opportunities for growth and expansion. We are looking for an individual who is passionate about customer success, about solving business challenging problems and enjoys regularly exceeding client expectations. This role reports to the VP of Global Customer Success.

Key Responsibilities:

 Design, manage, recruit, and develop a high-performing Customer Success team for the North and Latin American CS organization, currently comprising ~20 CSMs and 3 managers. Define and implement performance metrics (OKRs, KPIs) and a management cadence to monitor and identify opportunities to maximize the CS team's performance. Ensure local discipline and adoption of Global CS processes pertaining to renewal management, forecasting, and customer engagement best practices throughout the customer journey. Act as a point of escalation and executive sponsor across the Americas; build relationships with key customers and maintain a current understanding of customer needs to act as their voice across Emplifi.  Design and implement local strategies to identify and mitigate churn risk and expansion opportunities.  Oversee successful onboarding and milestone completion of customers in the Americas. As a key player in the Global CS leadership team, actively participate in strategic planning and ideation for optimization of CS across all of Emplifi, taking initiative to lead Global CS projects that align to the goals of the organization Provide mentorship and coaching across the Americas CS org, where required, on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes. Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies. Actively drive cross-functional collaboration and communication across sales, product, finance, marketing, and executive teams to optimize customer experience, facilitate aligned customer outcomes, and drive greater product adoption. Use CRM and Gainsight to maintain up-to-date client records, forecast, and track success measures across individual and team business books. Provide regular updates to management on client health, renewal forecasts, and potential risks for the Americas Book of Business.

Qualifications: 

5+ years of experience leading world-class customer success teams Enthusiastic and creative leader with the ability to inspire others Ability to manage influence through persuasion, negotiation, and consensus-building Strong empathy for customers and passion for revenue and growth Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms. Excellent verbal and written communication skills. Solid understanding of general business strategy, industry products, and services Social & Content Strategy experience, with proven knowledge of paid media, content, and platform expertise Proactive, highly motivated, and capable of thriving in a fast-paced environment Great work ethic and competitive drive to be the best Experienced in proactively identifying business development opportunities

What We Offer:

International, fast paced and rapidly growing environment Chance to work with the world’s biggest brands at the CX tech leader Agile and open-minded culture, with high levels of trust and flexibility Opportunity for professional growth and development Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas Benefits package including Medical, Dental, Vision & Life Coverage Options Flexible Working Hours Unlimited PTO 12 paid Holidays 2 Paid Community Service Days Company paid STD and LTD 401K Parental Leave Benefits Educational Reimbursement Opportunities Referral Bonus Program Access to an Employee Assistance Program (EAP) Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy There’s more as well Speak with us to find out all the details