Senior Director, Customer Success

The Opportunity Senior Director Customer Success

TheSeniorDirectorCustomerSuccess roleat EunaSolutionsis a critical leadership position responsible for developing and implementing strategies to enhancethe overallcustomer individual will report to theChief Customer Officer and will lead a team of managers supervisors and contributors ensuring customer satisfaction retention and Snr Director will collaborate with cross-functional teams to drive company-wide initiatives that prioritizethe customerexperience and align with the organizations goals and values.

AsaSnrDirectorof Customer Success you will be responsible for leading a team Managers of Customer Success Team Leads and Individual Contributors across Customer Success and Learning & Adoption (Training) working towards the common goal of providingan exceptionalcustomer experience high retention rates and driving growth and expansion across all our Euna Solutions products. Your excellence in leadership will play a vital role in the overall success of Euna Solutions.

Working withyour direct reportsyou will contribute to incorporating customer feedback into all aspects of the business setting performance targets for the team and ensuring theyare meetingor exceeding these performance targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.

The ideal candidate will be passionate about customer experience have a proventrack recordof success in thisfieldleading and coaching managers.

Experience

• Bachelors degree in business communications computer science or related field.

• 7 years of experience in customer experience customer success or related fields with at least 5 years in a leadership role.

• Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention.

• Strong leadership and management skills with experience managing teams of managers supervisors and individual contributors.

• Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence tooptimizethe customer experience and the business.

• Excellent communication skills with the ability to communicate effectively with customers employees and executives at all levels of the organization.

• Strong analytical skills with the ability to develop andmaintainmetrics to measure customer satisfaction and retention.

• Experience working in a software or technology company is preferred.

• Bachelors degree in business communications computer science or related field.

• 5 years of experience working with public sector customers in a B2B SaaS environment.

• Proventrack recordof leading successful customer success/support strategies and teams.

• Experience in a startup or fast-paced environment.

• Negotiation skills.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience ensuring customer satisfaction retention and growth.

• Lead a team of managers supervisors and contributors providing guidance coaching and support to ensure high performance and achievement of team goals.

• Collaborate with cross-functional teams including product development sales marketing and support to drive company-wide initiatives that prioritizethe customerexperience and align with the organizations goals and values.

• Own and evolve all Customer Success related processes and tools

• Drive efficiencies through tech-touch including the use of Artificial Intelligence.

• Reconcile revenue and churn records from Customer Success with finance monthly.

• Monitor and report on key performance metrics related to customer experienceidentifyingareas for improvement and taking corrective action where necessary.

• Develop and manage the customer experience budget ensuring resources areallocatedeffectively to achieve desired outcomes. Approve team expenses.

• Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape andidentifyopportunities for innovation.

• Foster a culture of customer-centricity across the organization promoting a customer-first mindset and ensuring that all employees understand the importance of delivering an exceptional customer experience.

• Work closely with theCCOand Support to develop and implement customer success and support strategies that align with the organizations goals and values.

• Represent the organization as a thought leader in customer experience speaking at conferences and events and contributing to industry publications.

• Ensure compliance with regulatory requirements related to customer experience and work with legal and compliance teams to develop policies and procedures to mitigate risk.

Location

This position will be hybrid with 3 days/week (Tues/Wed/Thurs) in our newly renovated Atlanta GA office.

AI Mindset at Euna Solutions
We believe the future of work is human AI. At Euna Solutions we encourage our team members to leverage AI tools to enhance creativity efficiency and decision-making. Were looking for people who are curious about emerging technologies eager to experiment and committed to using AI responsibly to augmentnot replacetheir expertise.

If you enjoy exploring new ways to solve problems learning continuously and applying AI to make your work smarter and more impactful youll thrive here.

WhatItsLike to Work at Euna Solutions



At Euna Solutions we carefully foster a work environment where employees have a safe space for creative and intellectual freedom and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of theperksthat Euna employees enjoy:

Competitive wages
Wepaycompetitive wages and salaries and we only expect an honest 40-hour week for it.

Wellness days
Whats better than a long weekend An extra-long weekend!Twice a year Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love.

Community Engagement Committee
At Euna we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through timegiftsand skills.

Flexible work day
Weunderstandthat what a workday looks like differs by employee and the role requirements. Through our interview processwellwork with you to ensureitsa fitfor you and the specific roleyoureinterested in.

Benefits
Askus for a copy of our health and dental benefits!

Culture committee
Celebrateatevery occasion with the culture team! They make sure that our teams culture is bustling with frequent fun events for holidays and special occasions as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions is a leading provider of purpose-built cloud-based software that helps public sector and government organizations streamline procurement budgeting payments grants management and special education administration. Designed to enhance efficiency collaboration and compliance Euna Solutions supports more than3400organizations across North America in building trust enabling transparency and driving community impact. Recognized on Government Technologys GovTech 100 list Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions. To learn more visit.

Please visit our website: check out our LinkedIn Pages believe in embracing new perspectives andoptimizingimpact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements we encourage you to apply! We recognize that people have unique career journeys and ifyoureexcited about this role and know you can bring something great to the team then we want to hear from you. Please know Euna Solutions is committed toprovidinga comfortable and accessible interview process for every candidate. If there are anyaccommodationsour team can make throughout our hiring process (big or small) please let us know.

For any inquiries or requestsregardingaccessibility at Euna Solutions please emailor call our officeat1.877.707.7755. Upon requestappropriate accessibleformats or arrangements will beprovidedas soon aspracticable.

Required Experience:

Exec