Director, Client Success / Support
Location: Tampa, also open to other locations, FL
Job ID: 699867
Director, Client Success / Support
The Client Success team is dedicated to helping customers goals post sales. They optimize value in the eyes of the customer by continuing to provide the same level of customer service and be viewed as a trusted advisor to the customer by providing them with useful resources, insights and data to achieve growth with their business as well as reliable support. The main goal is to partner with our clients every day to reduce churn, increase retention and drive revenue growth.
As Director of Client Success, you will be responsible for making sure that the team is taking a solution-focused approach to their clients needs, and are focused on driving revenue. You will work closely with Ops, Sales, Marketing, Product, and Finance. An understanding of commerce and payments is a must for this role.
Director of Client Success - Responsible for overseeing the Client Success Team and the revenue associated with Value Added Services for both Performance Marketing and Branded segments tied to our existing and new customer based
· $10M in revenue across PM and Branded
· 2% upsell month over month
· Retention
· Oversee team of 5-7 Client Success Managers, Manager of Training, VAS Specialist
Reporting & Account Strategy
· Weekly Report for Leadership
· Weekly 1x1 Meetings
· Weekly Billings Meeting
· Bi-weekly & Quarterly Account Deep Dives
· Quarterly Incentive Actualizations & Payouts
Client Onboarding & Training - Responsible for overseeing Onboarding & Training Specialist who supports our client base in setting up their customized CMS.
Director of Client Support - Responsible for overseeing the Client Support Team and the customer service associated with the Platform and Services.
Requirements:
- Experience in sales or managing a sales team with proven results, meeting or exceeding quotas
- Experience in the ecommerce industry - billing software, payment processing, ecommerce platforms, fulfillment, etc.
- Ability to communicate, present and influence all levels of the organization, including executive and C-level
- Proven ability to drive the sales process from plan to close
- Proven ability to articulate the distinct aspects of products and services
- Proven ability to position products against competitors
- Demonstrable experience developing client-focused, differentiated and achievable solutions
- Support in producing cost-benefit analyses to potential customers
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Confident and comfortable with ambiguity that stems from a hyper-growth environment
- BA/BS degree or equivalent
Benefits:
· Medical, Dental and Vision and 401K
· Short Term, Long Term Disability and Life Insurance (100% employer Paid)
· Unlimited Paid Time Off and Holidays
· Compensation Package includes Great Equity Incentive Plan
About the search firm running this search:
A Recognized Recruiting Leader in Enterprise Software.
Sourcing top talent is a lot more than just filling seats. It’s about identifying the best and brightest the industry has to offer and matching your needs with their wants in a career change. We leverage the candidate’s talents to enhance your company's long-term success. As a full-service executive search firm for the information technology sector, Woodbridge World Wide knows what it takes to attract and retain top talent in a changing business landscape. When you become our client, we strive to recognize what you are looking for in your hire/s and also take the time to learn the process that you would like to follow. Our founder worked in the industry in a sales capacity. He knows what it takes to be successful and what it takes to hit a sales quota. We understand what it’s like to make a career change and can relate our own life experiences to the candidate and client alike. Woodbridge World Wide provides retained, contingency and priority search services for all client-facing positions in the IT niche. As our client, you can expect consistently superior service delivered with the core value of our company: Partnership!
Specialties:
Recruitment, Recruitment in Commerce technology, Retail, MarTech, Marketing Technology, Retail Technology, Enterprise Software.