Director of Customer Success

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

Position Summary

Reporting to the Vice President of Customer Experience, Director of Customer Success is a hands-on role that manages an established Customer Success team. The role is critical in executing our initiatives, improving the customer experience, producing great customer support, and driving sales and profitability. This role includes leading a team of Customer Success Managers and Associates, providing support for customer escalations, guiding strategy around cross-sells and growth, and defining department playbooks for key activities. You will play an integral role in shaping the customer experience we provide and helping our customers get the most value out of our products.

Responsibilities Include:

Key Responsibilities/Essential Functions

• Define and optimize our customer's journey
• Recruit, mentor, groom and inspire a world-class team in multiple locations
• Define the vision of a Red-Carpet experience
• Continuously measure customers health and ways to improve
• Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR and QBR process, voice of customer program, NPS, and others
• Personally manage escalations from your direct reports, and follow a methodical escalation process to management
• Identify opportunities for continuous improvement
• Increase customer revenue retention and uncover revenue expansion opportunities
• Find ways for CSMs to deeply understand our customers' objectives and become a trusted right-hand advisor
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop
• Help foster company-wide culture of Customer Success

Requirements

• Bachelor's degree in Business, Communications, or Marketing from an accredited four-year college or university, or equivalent experience. MBA a plus
• Minimum of 2+ years of experience in leading a team in account management, sales, customer success, or consulting in a client facing technology environment.
• 7+ years in customer success, consulting, or account management
• Proven experience leading, building, and cultivating teams and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Strong understanding of customer empathy and passion for driving success, revenue, and growth
• Enthusiastic servant-leader with strong leadership skills, including coaching, team building, and conflict resolution
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Excellent communicator who can adapt their approach based on the audience
• Analytical, self-motivated, detail-oriented
• Experience with Microsoft Office, reporting and analysis, and basic budgeting
• Willing and able to address escalated client issues with speed and urgency
• You share our values, and work in accordance with those values
• Be onsite and in office to collaborate with team members and other departments

Knowledges, Skills, and Abilities:

• Understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of the company
• Experience with a rapid and dynamic work environment
• The ability to train and lead to accomplish goals
• Ensure compliance with company policies and procedures. Supports the company mission, values, and standards of ethics and integrity
• Financially responsible and organized, with an ability to construct arguments taking economic repercussions into account
• A strong solutions-focus in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions
• The ability to manage multiple tasks simultaneously, then prioritize and execute these tasks
• Outlook for action, strong work ethic, and desire to achieve excellence
• The ability to grasp product and operation knowledge

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