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Customer Success Director , Cloud Automation Software in Bellevue, Washington at Vaco

Date Posted: 4/26/2019

Job Snapshot

Job Description

We have an opening for a Customer Success Director who will report to the Vice President of Product in furtherance of the organization's aims to ensure maximum ROI for clients. You will architect the framework and streamline a compelling customer engagement strategy addressing the full customer success life-cycle from onboarding, implementation, educating clients on best practices and maintenance.

The role is permanent/direct-hire, onsite in Bellevue, Washington.

Responsibilities:


  • Lead the Customer Success Team, forecast and create benchmarks for performance, utilization, quality and expansion.
  • Drive successful services of automation and cloud migration software utilization resulting in renewals.
  • Measure and minimize churn rate across the customer-base, ensuring proactive responses to complaints and escalations.
  • Align the strategy of the CS Team with marketing, sales and cross-functional teams for continuity.
  • Formulate data-driven strategies to help identify blocks and develop KPI/ROI/metrics that will properly dictate organizational investment in a comprehensive customer success strategy.
  • Lead recruitment efforts, mentor and motivate Customer Success mid-level and senior level team members and contributors.
  • Benchmark Customer Success with revenue growth for the company organization-wide, monitor budget.

  • Requirements:


  • 8+ years of combined experience managing teams in Customer Success, Customer Care and Technical Sales.
  • Bachelor's Degree in relevant area of studies, MBA would be preferred.
  • Experience developing strategic solutions with cross-functional teams including development teams and senior leadership.
  • Experience building Customer Success and Customer Care teams with 24/7 service offerings.
  • Up-to-date technical experience and knowledge leading solution delivery for cloud technologies such as (AWS, Azure, Google Cloud, Office 365)

  • Job Requirements

    8+ years of combined experience managing teams in Customer Success, Customer Care and Technical Sales. Bachelor’s Degree in relevant area of studies, MBA would be preferred. Experience developing strategic solutions with cross-functional teams including development teams and senior leadership. Experience building Customer Success and Customer Care teams with 24/7 service offerings. Up-to-date technical experience and knowledge leading solution delivery for cloud technologies such as (AWS, Azure, Google Cloud, Office 365)