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Director of Customer Service - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | HAUPPAUGE, NY HAUPPAUGE, New York |
About this job
Software company located near Hauppauge seeks an experienced Director of Customer Service.
PRIMARY RESPONSIBILITIES:
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
- 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.
- 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
- 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!
- 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
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