Director of Customer Success

The Director, Customer Success is responsible for developing and maintaining customer relationships with 3 main goals in mind:

• Driving the end-to-end experience of the customers journey, ensuring that the customers’ experience achieves the definition of “what success equals” that they provided to us during their sales cycle.
• Ensuring that the customers’ ongoing journey with us delivers a positive experience, such that they are willing to entertain expansion of the relationship through up-sell and cross sell initiatives.
• Ensuring that the customers’ long-term experience is a positive one, by efficiently addressing any issues and concerns they have and resolving any incidents as they arise, so these things don’t negatively impact the renewal event, as and when it comes around.

The Director, Customer Success achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their ‘trusted advisor’, to ensure that the products and services help them to achieve their desired outcomes.

ROLE RESPONSIBLITIES 

ONBOARDING, ADOPTION AND VALUE REALIZATION:

•   Act as the customer champion for all professional service or other implementations/ interactions, ensuring that we:

    - Properly manage customer expectations

    - Consistently deliver in-line with these expectations and accountabilities 

    - Rigorously follow the Implementation and Go-live playbook

•   Drive all aspects and activities associated with the adoption and value realization phase of the customer journey. 

•   Be the champion for the end-to-end customer journey and promote the correct treatment of customers across all departments and all phases of their journey.

ONGOING CUSTOMER INTERACTIONS:

•   Operate as the day to day point of contact for customers in your segment.

•   Ensure that issue and related escalations are managed to resolution efficiently across the organization.

•   Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories.

•   Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys)

EXPANSION AND RENEWAL ACTIVITIES:

•   Know what products and services the customer currently has and understand what additional products and services may prove valuable to them. 

•   Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team 

•   Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.) 

•   Thoroughly plan for all customer renewals and ensure these are completed on time, leveraging additional resources as appropriate (occasionally teaming with account managers to achieve this)

ROLE REQUIREMENTS:

•   Minimum 5 years’ experience working for a B2B CCM/managed services provider

•   Previous experience as an Account Manager/Customer Success Manager

•   Experience working with healthcare, finance and/or channel partners in the print and mail industry a plus 

•   Ability to manage multiple projects simultaneously while paying strict attention to detail

•   Excellent verbal and written communication skills backed by a strong technical aptitude

•   High degree of professionalism and integrity plus ability to establish customer trust 

•   Excellent interpersonal skills with ability to build authentic business relationships

•   Teamwork mentality and willingness to assist wherever needed

•   Ambitious and driven, thriving in fast-paced and demanding environment

•   Experience analyzing data & trends to identify product or service growth opportunities

•   Proficient in Salesforce & Microsoft Office 

•   Bachelor’s degree from college or university or applicable experience