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Director of Client Success in Eden Prairie, MN at Vaco

Date Posted: 12/3/2018

Job Snapshot

Job Description

Vaco is looking for a Director of Client Success for our client in the western suburbs of Minneapolis, MN. This is a player /coach, high visible, leadership permanent hire position.

As the Director of Client Success is a critical and strategic customer facing role. This role leads the Client Success Team and is responsible for building close relationships with our clients and partners post implementation. This position will be the advocate of our clients and will be responsible for building and expanding the account management and support functions. We are looking for an enthusiastic, creative and critical-thinking leader who wants to make a difference in a very fast-paced environment.

Responsibilities - Client Support

  • Champion the client support team - hire, train, and coach the client support team - setting the highest standard for the experience they give our clients and are personally and professionally fulfilled by their work. Create and seek out professional development opportunities for the team
  • Define critical support needs from relevant functions, accurately relay information to and from clients. Answer or help answer client questions and ensure their problems are fully resolved with a strong sense of urgency
  • Analyze the support function from a client's perspective to improve NPS

Responsibilities - Account Management

  • Strategically manage Top 10 clients while building out the account management program
  • Establish a trusted/strategic advisor relationship with clients and drive continued value of our products and services
  • Conduct account business reviews on regular basis to evaluate client demands and product utilization. Apply understanding of client's strategic initiatives and inefficiencies to determine new product sales opportunities that align with our objectives
  • Influence future client lifetime value through higher product adoption, client satisfaction and renewals
  • Partner with executive leadership to align and expand on strategy, in a way that balances client needs with organizational simplicity and consistency

Qualifications

  • 7 + years of professional experience,
  • 3 + years in leadership/management roles
  • Desire to build cohesive teams
  • Ability to create, execute and deliver business strategies and drive solutions
  • Confidence and conviction when presenting to clients, including client executive management, partners and internal leadership
  • Analytical approach to problem solving - ability to apply technology to facilitate solutions
  • Strong experience with process improvement and comfortable with continuous change
  • Great organizational, planning and multitasking skills
  • Creative and independent thinker
  • Understanding of complex SaaS product offerings

Job Requirements

Director Leadership Customer Success SaaS