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Director of Customer Success

Director, Customer Success, CPaaS- Dania Beach

As a Director, Customer Success, you will lead a team of Customer Success Managers who support customer lifecycle for onboarding, customer adoption, on-going support, optimization and expansion, retention and overall customer satisfaction. Customer Success Managers are the main point of contact for all inquiries related to additions deletions, modifications, changes, and other general inquiries. The Customer Success Team is responsible for customer retention and prevention of churn across the customer base.

 

The Customer Success team members must have a strong understanding of IntelePeer’s customer’s business objectives and the ability to identify and articulate how IntelePeer’s solution supports the achievement of the customer’s business goals.  They manage the customer experience across IntelePeer’s customer base, meeting agreed upon retention and usage targets. Team members are responsible for understanding the health of IntelePeer’s customers, ensuring its customers grows into advocates of IntelePeer.

 

This position may have access to Protected Data.  Protected Data is sensitive information, usually client or client customer data that reveals personally identifiable information, or health, or financial information.

 

 

REPORTS TO: Chief eXperience Officer

 

LOCATION:  Dania Beach, FL

 

DIRECT REPORTS:  2-5 full time employees

Position Responsibilities

  • Define and optimize customer journey
    • Define the vision of a White Glove/Red Carpet experience for our Communications Platform as a Service (CPaaS) offering
    • Standardize the template for a Success Plan for customers in your segment
    • Define and oversee lifecycle processes/touch points, including executive sponsor program, executive business review process, and customer feedback
    • Create standard presentation materials for lifecycle plays
    • Personally manage escalations from your direct reports, and follow a methodical escalation process to executives
    • Identify opportunities for continuous improvement
  • Drive true value for customers
    • Be an expert on best practices in change management
    • Find ways for Customer Success Managers to deeply understand our customers’ objectives and become a trusted advisor
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success
    • Clarify ownership for each part of the journey
    • Gather feedback from other departments, including Account Management, Sales, Services, Support, Product, and others, to improve the customer experience
    • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
    • Create company-wide customer feedback loop
    • Help foster company-wide culture of Customer Success
  • Drive alignment with Sales and Account Management
    • Align with Account Management on renewal and up-sell strategy and focus on selling with a retention focus
    • Give feedback to Sales and Marketing on prospecting approach
    • Ensure smart hand-off
    • Define Customer Success Manager involvement during sales cycle
  • Own key metrics for your team
    • Renewal rate
    • Up-sell dollars
    • Product adoption
    • Deployment
    • Net Promoter Score
    • Employee NPS / team member satisfaction
    • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
  • Recruit, mentor, groom and inspire a world-class team
    • Build a pipeline of great candidates
    • Establish a rigorous interview process
    • Set expectations on performance and give feedback
    • Manage out underperformers
    • Set up training and mentoring to grow team
    • Create culture of massive customer delight
    • Communicate and incent to drive performance
  • Propose improvements to your team’s organizational structure
    • Define segmentation of your customer portfolio as appropriate
    • Define different levels within the team
    • Be informed of market compensation
  • Achieve operational excellence
    • Continuously communicate metrics to team
    • Report on metrics each week

 

Requirements

Education:

  • Bachelor’s degree in Computer Science/Engineering or related field

 

Expertise & Experience:

    • 15+ years of directly related professional experience 
    • 10+ years of experience in customer facing teams
    • Quality- and customer-service driven to consistently delight customers
    • Experience with hosted/as-a-service offerings, development, and IT infrastructure
    • Proven manager and leader who builds and leads strong, cohesive teams that consistently meet or exceed expectations
    • Experience with start-up and/or high growth companies
    • Strong team player on a high growth, high performance management team
    • Superior verbal and written communication skills
    • Dynamic, confident and professional demeanor
    • Strong external and customer presentation and interaction skills
    • Proficient in creating process documentation
    • Proficient in Microsoft Word, Excel, PowerPoint, Outlook
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