2018-04-27

Director of Client Success
Job Opportunity at bizjobz LLC

Posted on Apr 27

http://www.bizjobz.com    855-BIZ-JOBZ (249-5629)

Location: Hauppauge, NY
Job Type: Full Time
Job ID: W4158427

Join an exciting GPS/Mobility Company as their new Director of Client Success working out of the Long Island Office. The company is 15 years old and an industry leader with an established clientele. Our client helps organizations who maintain vehicle fleets drive cost savings, increase productivity, improve customer service and foster a safer work environment.

Must be local to the Nassau/Suffolk border.

SaaS Solutions Client Success Manager

Salesforce.com experience is imperative (tell us why you can’t live without this tool!)


PRIMARY RESPONSIBILITIES:
  • Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop, prepare, and nurture customers for advocacy.
  • Work to identify and/or develop upsell opportunities.
  • Advocate customer needs/issues.
  • Train and lead CS reps in industry best practices to drive usage and adoption, resolve issues, and help customers maximize value obtained through our SaaS offering.
  • Assist in creation and maintenance of playbooks and deliverables for each part of the account lifecycle as well as risk factors and conduct quarterly business reviews for key clients.
  • Continuously evaluate and improve metrics relevant to measuring customer health and Customer Success performance.
  • Continuously strive to operationalize the Customer Success Management practices.
  • Work in close collaboration with peers and other team members.
  • Align with Marketing around marketing to existing clients.
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.
 
BACKGROUND/REQUIREMENTS:
  • You want to help and serve our customers: They win, so you win.
  • 5+ years of experience working in the B2B SaaS space in a leadership and customer facing role have successfully built and managed a team of at least four employees.
  • Salesforce.com experience is imperative (tell us why you can’t live without this tool!)
  • Strong Technical Sales Skills
  • Ambitious, motivating and hands-on leadership skills
  • Metrics and process driven with an intense proactive work ethic
  • Thrive in a fast-paced, high-energy environment
  • Entrepreneurial mindset – Energetic, Self-driven and able to “get things done!
  • You’re driven: No one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • Experience in creating, managing and improving customer health metrics, as well as managing the associated tools and processes required to track those metrics
  • A deep understanding of account management processes for customers of all sizes
  • Excellent written and verbal communication skills
  • Ability to think on your feet and work under tight timelines while staying calm under pressure
  • Enthusiastic and creative leader with the ability to inspire others
  • College degree required

BEHAVORIAL REQUIREMENTS:
  • A desire to do and achieve brilliant things!
  • Comfortable with continuous change, and a willingness to roll up your sleeves and perform duties outside these descriptions
  • You elevate the performance of those around you
  • The glass is always half full
  • Authentically curious, you love learning and improving yourself
  • Integrity is fundamentally important to you
  • Creative and Independent thinker
 
 
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