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Location:
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Salary:negotiable
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Job type:Full-Time
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Posted:4 years ago
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Category:Business Administration
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Deadline:Open
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Job Level:
Job Overview:
We are looking for a strategic, results-driven Client Success Director (CSD) to engage, retain, and enable our clients. The CSD is ultimately responsible for the complete post-sales lifecycle of a portfolio of clients. As a CSD, you will be the primary advocate for each client, guiding them along a path to success. You’ll be working with a wide range of client personas. The ideal candidate will be as passionate about our mission, as they are about providing an exceptional experience for every client. You will play a critical role in helping us achieve our mission.
Job Description:
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value and adoption of our products and services, ensuring retention.
- Work with clients to establish critical goals or other key performance indicators; then aid the client in achieving their desired outcomes.
- Maintain high levels of client engagement (including on-site meetings) with a focus on client satisfaction and loyalty.
- Conduct workshops, business reviews and proactively suggest solutions to common client challenges.
- Coach clients to be product experts and train their teams on best practices so they become increasingly self-sufficient.
- Proactively spot and correct any issues that could affect client satisfaction or retention.
- Program manage account escalations.
- Detect, report, forecast, and mitigate client risk.
- Develop, prepare, and nurture clients for advocacy; drive client references and case studies.
- Continually identify and develop new uses for the data world that drives adoption and align to clients’ business needs and strategic goals.
- Work to identify and/or develop upsell opportunities in partnership with the Strategic Account Executive.
- Advocate client needs and escalate client issues interdepartmentally.
- Develop Client Success assets and methods, and work with Product Marketing to create new or refine existing adoption materials.
Qualifications:
- Five years minimum experience in Client Success or equivalent history of increasing client satisfaction, adoption, and retention.
- Familiarity working with enterprise, Fortune 100 clients.
- Demonstrated versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertise.
- Ability to lead a meeting/command a room.
- Diplomacy, tact, and poise under pressure when working through client issues.
- Creative thinker with an innovative approach to problem-solving.
- Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption.
- Thrives in a multitasking environment and can adjust priorities on the fly.
- Â Excellent verbal, written, presentation, and interpersonal communication skills.
- Detail-oriented and analytical.
- Occasional travel may be needed (35%).
- Bachelor’s degree – technical degree, aptitude, or experience is a plus.
Perks:Â
- 401K.
- Full Benefits Package.
***Please include desired salary requirements with resume.
