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Director of Customer Success

Company: DSD Partners, Inc.
Location: Richmond
Posted on: September 16, 2021

Job Description:

Insight Global is looking for a Director of Customer Success to join one of our local clients in Richmond, VA. Position is preferred to be on-site in their Richmond office at least once a week to collaborate with the leadership team. The Director of Customer Success will report directly into the CEO, and will oversee the Customer Success branch. This role involves people management of 3 small teams, contributions towards large strategic accounts, and scaling processes/automation to drive efficiency across the Customer Success team. This position is responsible for overseeing a portfolio of customers with the goal of ensuring high satisfaction and account growth, and driving positive client experiences and successful partnerships for the organization.

Responsibilities include but are not limited to:

- Direct customer onboarding, with both internal and external stakeholders, from contract execution through launch to ensure on-time launch and satisfactory performance

- Be an owner of the role, driving success and expansion, while leading and mentoring the Customer Success team to optimize client communications, metrics, and quarterly business reviews

- Become an advocate for the customer and provide internal feedback for better service, performance, and support. Liaise with customer ensuring customer satisfaction; utilize customer service skills to resolve customer inquiries; understand needs of customers and determine appropriate solutions

- Responsible for customer success activities (onboarding, adoption, training, Professional Services, customer support/advocacy, retention) and outcomes (lead generation, renewals)

- Cultivate and maintain excellent relationship with customers to build customer loyalty/retention and promote increased usage as well as identify new business opportunities

- Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives

- Offer consultative advice and strategic direction to help customers meet business objectives

- Establish a standardized Success Plan template for customers. Define and optimize customer lifecycle by mapping customer journeys, developing listening points in the journey (e.g., usage, loyalty), standardizing interventions for each point in the journey, defining segmentation of customer base and varying strategies, and identifying opportunities for continuous improvement.

- Manage clear and quality-driven deliverables on a quarterly basis that showcase customer growth and trends

- Partner with Professional Services, Engineering, and Product leadership to deliver exceptional post-sale experience and outcomes for customers. Collaborate with Sales to identify new account growth opportunities

- Develop and manage escalation process

- Ensure that internal teams (including Customer Success and Engineering) are working together to achieve growth

- Measure effectiveness of Customer Success- includes defining operational metrics for the team, identifying risks, solving obstacles, managing and tracking value, and meeting KPIs aligned with Executive Team metrics and objectives

- Gather customer feedback and requirements for the future

- Own the Customer Success vision and execution

- Demonstrate detailed product and industry knowledge as well as product value

- Remain current on industry trends and technical information

1.) Experience building and running Customer Success, Consulting, Professional Services, Account Management, or similar functions

2.) Proven experience working with a wide variety of internal and external stakeholders

3.) Experience in the Customer Experience space

4.) Experience in positions with a demonstrated impact on customer relationships

5.) Combined background of sales and post-sales experience

Keywords: DSD Partners, Inc., Richmond , Director of Customer Success, Other , Richmond, Virginia

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