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Director of Client Success - 1

Company:
Absolute Opportunities
Location:
New York, New York, 10001, United States
Posted:
February 14, 2018
Description:

Director of Client Success - 1

New York, NY 10001

They are one of the fastest growing virtual reality technology companies in NYC, offering the only fully integrated platform for creating, distributing and monetizing virtual reality and other immersive experiences across all devices, including headsets, mobile and desktop. The company has empowered thousands of organizations and individuals, including leading brands, in the travel, education, real estate and entertainment spaces, to create and share memorable and interactive virtual experiences.

We seek an experienced Director of Client Success to join our energetic and dedicated client success team.

Responsibilities:

Optimize Client Relationship Cycle

Oversee onboarding and training of new clients, lead project management for new accounts and ensure the successful engagement throughout the entire post-sale lifecycle of clients.

Develop and enhance client lifecycles and processes from sales hand off through ongoing relationship management

Oversee the development and enhancement of standard Project Management processes

Develop and enhance engagement processes

Develop and enhance standard meetings and marketing materials

Be main point of contact for escalations

Identify other opportunities for improving the client experience

Make Value your team’s #1 priority

Oversee and manage the Client Success team with a focus on optimizing processes, team structure and developing professional skills and advancing career growth.

Ensure that the team is consistently looking for new ways to prove value with existing client segments

Training the team to increase the business value of the platform to clients through gaining a deep understanding of clients’ business strategies and objectives.

Ensure that the team is sharing best practices for success with each other and with clients

Promote the effectiveness of the Trusted Advisor relationship

Strive to create advocates

Lead Cross Functional Team Communication

Act as the liaison between clients and internal teams (Product, Client Success, Sales and Marketing) to prioritize issues, elicit feedback, and identify how we can constantly improve our product and client experience.

Ensure that all team members receive timely company updates

Work with sales, marketing and product teams to ensure a consistent message and client experience throughout all touch points

Help champion the company wide adoption of a customer-focused culture

Build out company wide NPS rewards and recognition system

Own Key Metrics for your Team

Client Retention

Revenue Retention

… Learn more

We are one of the fastest growing virtual reality technology companies in NYC, offering the only fully integrated platform for creating, distributing and monetizing virtual reality and other immersive experiences across all devices, including headsets, mobile and desktop. The company has empowered thousands of organizations and individuals, including leading brands, in the travel, education, real estate and entertainment spaces, to create and share memorable and interactive virtual experiences.

We seek an experienced Director of Client Success to join our energetic and dedicated client success team.

Responsibilities:

Optimize Client Relationship Cycle

Oversee onboarding and training of new clients, lead project management for new accounts and ensure the successful engagement throughout the entire post-sale lifecycle of clients.

Develop and enhance client lifecycles and processes from sales hand off through ongoing relationship management

Oversee the development and enhancement of standard Project Management processes

Develop and enhance engagement processes

Develop and enhance standard meetings and marketing materials

Be main point of contact for escalations

Identify other opportunities for improving the client experience

Make Value your team’s #1 priority

Oversee and manage the Client Success team with a focus on optimizing processes, team structure and developing professional skills and advancing career growth.

Ensure that the team is consistently looking for new ways to prove value with existing client segments

Training the team to increase the business value of the platform to clients through gaining a deep understanding of clients’ business strategies and objectives.

Ensure that the team is sharing best practices for success with each other and with clients

Promote the effectiveness of the Trusted Advisor relationship

Strive to create advocates

Lead Cross Functional Team Communication

Act as the liaison between clients and internal teams (Product, Client Success, Sales and Marketing) to prioritize issues, elicit feedback, and identify how we can constantly improve our product and client experience.

Ensure that all team members receive timely company updates

Work with sales, marketing and product teams to ensure a consistent message and client experience throughout all touch points

Help champion the company wide adoption of a customer-focused culture

Build out company wide NPS rewards and recognition system

Own Key Metrics for your Team

Client Retention

Revenue Retention

Revenue Generation

Referrals Generated

Drive data collection and case study creation

NPS Score

% of Projects completed on time

Required Knowledge, Skills, and Abilities: (Submission Summary)

1. BA/BS degree in related field

2. 4+ years managing a Client Success team and strategy for a SaaS platform

3. Strong technical application skills including: Salesforce, Yesware, Slack, Google

4. Experience supporting global brands with high contract values

5. Track record of exceptional client service, retention and growth

6. Experience in training team members, implementing process

7. Experience in upselling

8. Experienced or certification in Project Management

9. Exemplary written and oral communication skills

10. Experience with Suite, Adobe CS.

11. Must have experience handling the volume of 500+ clients we are growing right now. Selection criteria must include scaling clients to a volume of 500+. Having the enterprise client experience is also a plus, but when they are only 5-10 very large clients, and that is their only experience, we are not seeing a fit.

12. Present Salary?

13. Salary Expectation?

14. Must be a US Citizen or Green Card holder?

15. Current Address?