Director of Customer success

We are: EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000 users and $400B tracked within our software, government agents use EcoInteractive’s SaaS cloud-based solution daily to complete mission-critical workflows and data analytics.

EcoInteractive is part of MDF Commerce’s SOVRA brand, the market leader in public sector procurement.

About The Role

We’re looking for a Director of Customer Experience (CX) to oversee the entire customer journey from post-sale thru post-launch on our B2G SaaS platforms ProjectTracker and EcoTracker . You will report directly to the President of EcoInteractive , and lead customer-facing teams across implementation, customer success/support, and data analysis .

Role

With a track record of near 100% customer retention – our company is growing quickly amidst strong demand for our cloud-hosted solutions. This role is for someone excited to deliver great customer experience journeys by leading CX teams through the challenges of scale in our next growth chapter. What’s Important:

You know from experience, what good looks like in CX for B2G / B2B SaaS. You have a track record of driving successful change management for teams facing challenges of scale.

You thrive in rigorously establishing, measuring, driving KPIs: customer eNPS , on-time and on-quality project delivery , retention rates, leading indicators of product engagement , etc.

You lead by example for your teams and take accountability for delivering outcomes.

You excel at setting the right priorities for your teams, proactively identifying risks and taking pre-emptive steps, and taking decisive action to address problems at their root. You always keep the big picture in mind, while also flying at the right level – whether it’s holding high-stakes conversations with customer executives, or getting into the product weeds to truly understand pain points – you can go deep , or pull teams back up to view the forest.

You’re effective at leading teams of ICs and managers to win , and hit company and departmental goals. You’re effective at establishing credibility , strong rapport with enterprise customers and internal cross-functional teams .

Primary Responsibilities

• Be an effective leader who monitors, drives, delivers measurable improvements in operational KPIs:
• Customer eNPS , gross retention, upsell/cross-sell, customer support levels
• On-time and on-quality delivery of implementation projects
• Effective resource management internally on project / team staffing, project gross margins, departmental budget
• Regularly monitor, relentlessly drive workstreams that bridge gaps to KPI benchmarks.
• Empower your teams to co-create changes that drive the department forward and achieve departmental goals – within a realistic framework of prioritization. These may include:
• Playbooks for platform upgrade projects or new implementations
• Best practices for navigating complex stakeholder situations
• Effective communication frameworks for change management and project expectations setting
• Process guidelines for effective collaboration with cross-functional teams i.e. Product, Engineering, Sales.
• Expected escalation paths for customers, and designated owners
• Solving real friction points burdening team productivity or progress, whether it’s tooling, staffing plans or process
  
  

• Establish deep domain expertise, credibility with customers by:
• Deeply understanding customer needs, and demonstrating our strong product value to clients
• Regularly meet with clients to establish rapport, hear first-hand accounts, serve as escalation points for executives
• Attend industry conferences, and visit customers in-person when valuable
• Develop the knowledge, credibility to help your teams craft creative solutions for customers
• Serve as a trusted voice that helps shape Product Roadmap development
• Be a trusted leader for internal teams.
• Hold yourself and your teams accountable for outcomes
• Empower, coach and uplevel your team of ICs and managers to deliver outcome-driven work
• Give balanced, timely feedback – and model it for your managers
• Co-create, or identify opportunities for team training, cross-training, mentorship, learning & development
  

What You’ll Need To Succeed

• 10 years of experience in B2B or B2G enterprise SaaS customer-facing teams

• 4 years of successful track record managing customer-success or customer service teams with 2 levels of reporting structure
• 4 years of experience in software implementation
• Track record of leading team through successful platform migrations /upgrades for B2B / B2G SaaS
• 4 years of successful track record scaling, transforming or leading a CX team through material change management
• Willingness to travel up to 5% of time domestically for regular team offsites and customer visits/conferences. Your reporting teams are based in the U.S. across EST and PST time zones.
• Required: Authorized to work in the US - unfortunately we are not able to sponsor work visas or transfers at this time.
  

Benefits Include

• Compensation will be competitive with the market and candidate experience.
• Comprehensive medical, dental, and vision insurance plans with HSA, FSA, HRA
• 401(k) Plan with Company Match
• Broad Based Employee Ownership Plan
• Unlimited paid time-off in addition to holidays
• Regular team off-sites and team socials