Customer Success Director

(Remote role with 30%+ travel)

Responsibilities

  • Take ownership of assigned accounts and lead customers from initial onboarding to renewal

  • Learn each customer’s business processes and KPIs to determine how interaction analytics can be used to improve them

  • Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives using standard change management processes

  • Work with customers to ensure that each business initiative is supported by a strong value story, while driving/influencing the development of a measurement plan and tracking its impact

  • Anticipate and identify issues & conflicts to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue

  • Achieve referenceable status at each customer who can speak to a specific ROI that has been accomplished as part of their interaction analytics program

  • Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary analytical goals and business imperatives

  • Maintain an understanding of customers’ immediate, short and long-term business needs to protect, retain and increase revenues

  • Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars

  • Communicate effectively with other internal team members to ensure resolution of problems

  • Effectively and accurately use and maintain all sales and operational tools in managing customer account activity

  • Influence the product roadmap through participation in Product Meetings

Required Qualifications and Skills:

  • 2+ years in customer success management in a SaaS environment preferred

  • 2+ years in speech analytics and/or contact center technology solutions experience

  • Experience developing and managing B2B customer relationships

  • Bachelor’s degree in a business-related major or equivalent work experience

  • Strong analytical skills with ability to “connect the dots” to identify clear business objectives and outcomes

  • Ability to manage customer expectations and be assertive, persistent, and persuasive

  • Able to engage management decision makers and influencers at any level

  • Excellent communicator with strong written and verbal communication

  • Demonstrated ability to understand customer requirements and translate into a quantifiable solution

  • Strong financial acumen with experience supporting revenue generating or cost reduction initiatives

  • Ability to effectively prioritize workload and manage changes in priority and direction

  • Must be computer literate; have experience using Microsoft Office Suite and other customer centric software

  • More than 30% travel is expected

  • provided by Dice

Customer Management Experience

Source: Working Nomads


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