What are the responsibilities and job description for the Director, Customer Success, Account Management position at Agilysys, Inc.?
Direct/Manage/Supervise a group of customer success managers who act as consultative partners with clients post-sale to ensure that customers derive value from their purchased products or services. Proactively engage with customers, provide guidance on product/service usage, identify opportunities for improvement, and work to prevent issues that could impact the customer's success. Help customers achieve their goals throughout the entire customer journey and aim to drive long-term customer success.
Work closely with the sales department to set a professionally directed strategy for customer development, retention, and expansion. Collaborate with technology, marketing, sales, professional services, training, and support groups to ensure clients are as successful as possible in the use of products and/or services. Maintain a deep knowledge of client industry, product, and role in the market.
Key Responsibilities:
Customer Success Strategy:
- Develop and execute a scalable customer success strategy aligned with company goals.
- Define customer success metrics (e.g., Net Promoter Score, retention rate, upsell revenue).
- Continuously evaluate and refine processes to improve the customer experience.
Team Leadership:
- Recruit, train, and mentor the Customer Success team.
- Set performance goals and provide regular feedback and development opportunities.
- Foster a collaborative and customer-focused team culture.
Customer Relationships:
- Build and maintain strong relationships with key customers.
- Act as an escalation point for high-priority customer issues, ensuring timely resolution.
- Regularly gather customer feedback to inform product or service improvements.
Revenue and Growth:
- Collaborate with Sales and Marketing to identify expansion and upsell opportunities.
- Develop strategies to reduce churn and increase customer lifetime value.
- Partner with Product teams to ensure customer needs are prioritized in product development.
Cross-Functional Collaboration:
- Work with Sales, Product, and Support teams to ensure seamless customer onboarding and support.
- Align customer success initiatives with overall business objectives.
- Represent the customer voice in strategic discussions.
Data-Driven Decision Making:
- Analyze customer data to identify trends, risks, and opportunities.
- Create reports and dashboards to communicate customer success insights to leadership.
- Use insights to improve processes, products, and services.
Qualifications:
- Experience:
- 7 years in Customer Success, Account Management, or a similar role, with at least 3 years in a leadership position.
- Proven track record of improving customer satisfaction, retention, and revenue growth.
- Experience working in SaaS, technology, or a similar industry is preferred.
- Background in roles such as Account Manager, Delivery Manager, Customer Care, Product Management
- Skills:
- Strong leadership and team management skills.
- Excellent communication, negotiation, and interpersonal abilities.
- Analytical mindset with experience using CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
- Education:
- Bachelor’s degree in business, hospitality management, or related field, or equivalent work experience.
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