Director of Customer Success - B2B SaaS Work from Home
Posted on :
26-12-2022
Employer Active
1 Vacancy
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Jobs by Experience
7+ years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
26-12-2022
Job Description
Req ID : 1926408
We () are an innovative and thriving B2B software-as-a-service (SaaS) company that provides Engagement acceleration solutions to organizations
We have always been a remote company spread across seven countries and five You ll work remotely from your home in Colombia and report directly to the Use this link to watch a short video about our approach:
As the Director of Customer Success you will formulate and oversee the strategy, planning and execution of the organization s overall customer operations across the entire customer You will lead an international Support contact center and an Account management team that is spread across multiple jurisdictions and time zones and connects with customers
To succeed in this role, you will have to be deeply involved in ensuring that the department functions seamlessly with a strong focus on operational excellence and customer An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all
IMPORTANT: The global nature of this role requires that you be flexible with your schedule in order to cover staff interaction across multiple time In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to Being in Colombia, you will need to start your day early, so that you can use this time to collaborate internally with other functions of the business that work around European time
In this role, you will:
- Be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey
- Drive global initiatives to improve customer support, activation, onboarding, expansion and
- Ensure that the customer team works in collaboration with all other business functions
- Lead, manage and direct the daily operations, 24/7 staffing and resource planning for the department
- Own policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactions
- Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization
- Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance
To be successful in this role, you will need the following:
- 5+ years of leadership in a senior Customer Experience/Success/Support role, in support of software products
- A degree from a reputable university
- Experience in leading and driving customer facing initiatives with cross-functional teams
- Strong process/project management skills with the ability to think strategically and implement tactically
- Ability to thrive in a changing, fast-paced environment
- The ideal candidate is highly analytical and self-motivated with experience in maximizing the potential of their team through coaching and leadership
- Excellent written and verbal communication to stakeholders
- Thrive on working from home in a 100% remote and multi-cultural environment
Apply because you want
- Work in a company that is not funded by investors and operates in the good old fashioned way of doing business
- Work in a modern Saas, Product-led company
- Work remotely from home, saving you commuting time and promoting work-life balance
- Get exposure to working with stakeholders on a global level across different national cultures
- Join a fantastic organizational culture that places learning at the center of what we do
- Socialize with colleagues at our bi-annual company retreats - typically held in India
If you want to contribute directly to the growth of an innovative SaaS company, please send us your CV!
Account Management , Customer success, Customer journey, Head customer success, account manager, client management , business development
Employment Type
Full Time
Key Skills
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