Director, Customer Success


Director, Customer Success

  • Remote, USA | Customer Success

At Spatial Networks, we help our customers build modern field forces through comprehensive mobile data collection, AI-based workflow automation and advanced analytics. Our SaaS platform allows customers to rapidly onboard, develop and deploy applications without coding, gaining the insight needed to optimize field operations. As a result, we enable customers to reduce cost, enhance customer service and meet compliance requirements. We are committed to an environment of continuous learning to meet the dynamic technology and business requirements of the markets we serve.

Summary

The Director, Customer Success will implement and manage a Customer Success Team dedicated to ensuring customer satisfaction to all Fulcrum customers, from on-boarding/technical support, through to on-going account management, focusing on conversion, retention and growth of both self-service and enterprise customers. This role will integrate, and manage internal and external tools for optimal service delivery success across both customer segments. This includes building a practice around supporting a high volume of self-service customers, through the optimization of self-service tools, technical support chats & cases, documentation, knowledge base & forums for low touch, as well as a practice around supporting enterprise customers through higher touch hands-on account management. The Director, Customer Success will lead the Customer Success organization in ensuring high conversion, CSAT and NPS rates, as well as identifying growth opportunities for the expansion of new use cases, product, and professional services.

Roles & Responsibilities

  • Build and manage a best-in-class Customer Success organization, providing service and support in the functional areas of training/on-boarding, account management and technical support to both self-service and enterprise customers.
  • Work closely with Marketing and Sales to develop and execute on internal and external processes for supporting self-service and enterprise customers.
  • Run a team with customer communications, focused on on-going account management, responsible for ensuring high retention rates as well as identifying up-sell opportunities for growth.
  • Lead the Customer Success team with their involvement in the trial/on-boarding product training, and support through enablement and up-selling of additional products and services
  • Enhance and streamline department success on a worldwide basis for improved trial conversion and customer retention and growth.
  • Monitor and report on customer activity, helping to identify areas of improvement regarding overall quality of service to customers
  • Develop requirements for and implement tools and processes to run a global Customer Success team, including but not limited to Salesforce, Intercom (case management, training and documentation tools), service best practices, service alerts/customer communication tools, etc.
  • Monitor and analyze trial and customer metrics, including usage/non usage behavior, tools used, common issues, and growth opportunity, followed by reporting out to the business.
  • Work closely with Engineering and Marketing for proactive customer communication as required.
  • Occasional representation with key strategic customers may be part of this role, representing senior leadership and escalated support.
  • Work across all internal Fulcrum teams including Sales, Marketing, Product Management, Development and Operations.

Requirements

  • 5-7 years of professional Customer Success experience building and implementing a Customer Success practice, supporting the on-boarding and account management of both strategic and self-service customers through tools and processes in a software as a service (SAAS) environment.
  • Experience building a Customer Success team, including hiring and/or training team members, implementing cross-departmental processes, quarterly reviews, weekly one on ones, etc.
  • Prior experience in direct Enterprise Client Account Management, as well as a history of managing or working closely with a technical support, support or a call center environment.
  • Experience with cross-group collaboration at all levels across Sales, Marketing, Product/Development, and other internal organizations.
  • Strong analytical skills, with ability to understand trial and customer behavior, identifying positive and negative trends, applying them to adjust and build support through automation, tools and hands-on support.
  • Ability to translate client needs and business opportunities into software business requirements, and prioritize against the rest of the business.
  • Strong ability to prioritize and multitask in a fast-paced environment.
  • Excellent verbal, written, presentation, and project management skills
  • Experience using Google GSuite, Salesforce, and audio and web conferencing (Slack, Zoom, etc). Experience with Intercom, Status Page, Trello, Teamwork a plus.
  • Occasional availability during non-business hours for emergency customer communication may be required.

Qualities we’re looking for

  • A GTD attitude. Identify next actions, communicate intent, and execute. We’re a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.
  • Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don’t micromanage, you’ll be expected to own and deliver.
  • The desire to build something great and bring technical solutions to people to solve their problems.
  • Bonus: You {love coffee, love software + products, have a good sense of humor}

We offer an opportunity to make daily impacts in support of our aggressive strategic growth plans as well as experience professional and personal growth as an integral part of a high-tempo, unique culture. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A successful candidate will be subject to reference checks and business due diligence verification. Spatial Networks also offers an outstanding benefits package including medical, dental, vision, 401(k) and more. For more information please visit www.spatialnetworks.com.

Spatial Networks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Spatial Networks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.



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