1 Director, Customer Service and Success, Fullsight Job in Warrendale, PA
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Director, Customer Service and Success, Fullsight
$146k-188k (estimate)
Full Time | Professional Associations
4 Months Ago
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SAE International is Hiring a Director, Customer Service and Success, Fullsight Near Warrendale, PA
ESSENTIAL FUNCTIONS:
- Owning the customer experience within all business units of Fullsight, work with Product, Sales, Operations, IT, and Marketing to establish onboarding and retention tactics for platforms that deliver value to new/renewing customers, with a primary focus on revenue based platforms. Provide leadership and resources and manage a team of Customer Service Account Managers and Onboarding/Implementation Specialists.
- Working across business units at Fullsight, develop, implement, and manage programs and resources to support customer's adoptions and use of all Fullsight subsidiary company's products and services. Develop metrics and benchmarks for both product and customer success and retention. Bring the voice of the customer into the product development process to ensure new products are developed and launched with customer needs as a focus.
- Own the strategy for strategic relationship and revenue growth with existing customers as part of the larger retention program, including preparing and conducting customer business reviews. Provide the leadership and resources to the Customer Success Account Managers, work with Sales to develop the list of targeted accounts, work with Product teams on data results, and ensure set revenue growth goals are met.
- Own and manage customer engagement programs as part of the subscription retention and nurture strategy, including working with Onboarding/Implementation Specialists, Sales, Operations, Product, and Marketing on monthly newsletters, webinars, trainings, workshops, and programs for "At-Risk to Churn" accounts.
- Own and Manage the customer success software integrated with the Martech stack and customer platforms. Provide tactics and resources to product development and product management for new integrations. Develop customer health scores, work with Sales on proactive account management resources, and gather and interpret the data for usage and platform engagement.
- Bachelor's Degree in Business, Communications, Marketing or related field
- Five years experience operating and managing a customer success department
- Strong experience with SalesForce, webinar software, and Microsoft Office applications
- Exceptional verbal and written communication skills and be a compelling public speaker
- SAAS implementation, onboarding, and retention tactics experience
- Health scoring, churn rates, product performance benchmarking, and data analytics experience
- Fluent in Microsoft Office suite of products, including: Word, Excel, PowerPoint, Visio and Outlook
- Strong technical acumen
- Fluent in WebEx or other online presentation platforms
- 35% Travel
- Customer success software management a plus
Job Summary
JOB TYPE
Full Time
INDUSTRY
Professional Associations
SALARY
$146k-188k (estimate)
POST DATE
02/21/2024
EXPIRATION DATE
06/20/2024
WEBSITE
sae.org
HEADQUARTERS
WARRENDALE, PA
SIZE
200 - 500
FOUNDED
1905
TYPE
NGO/NPO/NFP/Organization/Association
CEO
DAVID L SCHUTT
REVENUE
$50M - $200M
INDUSTRY
Professional Associations
Related Companies
About SAE International
SAE International is an association of engineers and related technical experts in the aerospace, automotive and commercial vehicle industries.
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