Phoenix, Arizona
Director of Customer Success Job Opening in Phoenix, Arizona - At WebPT, ensuring our customers? success is the prime directive, and as Director of Customer Success, you?ve got the wisdom and know-how to do just that. You?ll be responsible evolving and executing our customer success strategy by envisioning and implementing processes that ensure the folks who use our products get the most out of their investment. This position leads a team of Customer Success Managers responsible for overseeing the customer lifecycle?from onboarding, regular reviews of customer status, and above all ensuring the retention, satisfaction, and growth of the customer relationship. You?ll need to be a zen guru of emotional intelligence, possess a track record of account management success in a fast-paced, growth environment, and show a deep alignment with WebPT?s unique culture and values. When it comes to your team, you?ve gotta know how to inspire, invigorate, and instill confidence in your team, all while being ever-vigilant for areas in need of improvement.
Responsibilities
Delivering success to our customers is your number one goal. Hey, it?s in the name, after all.
Create and implement processes that help our customers be the best of the best with the help of WebPT. This means overseeing process improvement in product adoption, training, and beyond.
They say it?s all about perspective, and for you, it?s all about the customer?s perspective. Be a master of empathy and creative problem solving as you design the ideal customer experience throughout the entire lifecycle and continuously improve the experience for existing customers.
Be a natural-born leader?one who inspires his or her team, embraces every moment as a teaching (or learning) opportunity, and provides constructive coaching and meaningful challenges.
Provide guidance to the Success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention.
Conduct regular outreaches to customers to ensure they see value from their investment.
Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means.
Define success for the various departments; set goals and measure results.
Promote a proactive approach amongst your team and ensure they are promoting customer success best practices with our customers.
Jibe with our culture. We?re talkin? energy, integrity, positivity, a hunger for knowledge, and a passion for sharing it. Bring all that and a bag of chips. Seriously, we love chips.
Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them, and provide a clear path to escalation.
Play nice with others. You?ll have to coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers? needs, including processes for Customer Success Managers to:
Relay customer feedback to the Product team,
Align with the Support team on resolution of major, product-related cases to the Engineering team,
Provide feedback to Sales on the readiness of our customers,
Help the Onboarding team overcome any delays in implementation, and
Continuously refine our core customer service strategy around customer segmentation, engagement models, low touch and high touch programs, and root causes for customer success and churn.
Block and tackle like an all-star lineman. You know your team is everything, and you always advocate on their behalf.
Juggle many complex projects and metrics, all with a sense of urgency, simultaneously. Major props if you can actually juggle like a real circus performer. Some of those metrics include:
Net Churn
NPS
Advocacy
Abilities and Knowledge
Experience working in entrepreneurial environments, preferably enterprise software companies.
Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills.
Ability to develop strong relationships with C-level executives.
Comfort and expertise presenting to C-Suite level contacts.
Passion and creativity when it comes to leading and motivating teams with a track record to back it up.
Strong understanding of value drivers in recurring revenue business models.
Rock the mic like a vandal?not just in karaoke, but in all forms of communication (i.e., communicate effectively over the phone and via email).
Strategize about customer success management like a world dominator in the game of Risk, while intelligently budgeting and making data-driven decisions.
Exude confidence. Know your stuff and talk about it accurately and honestly.
Education and ExperienceRequired:
Minimum 7+ years leading customer-facing teams such as Customer Success, Professional Services, Support, or Sales
Either post-sale and sales experience, preferably both
Metrics-driven and process-oriented experience and mindset
Knowledge of Salesforce or similar CRM
BA/BS degree or equivalent experience
Preferred:
Experience with a customer management tool like Gainsight
Experience in the healthcare industry
Project management certification
Additional Aspects of the jobWorking Conditions
WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will not be exposed to weather conditions, and the noise level is usually moderate.
Physical Requirements
WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may occasionally need to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; or taste or smell. The employee must occasionally lift and/or move up to 25 pounds. This job requires specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Leading customer-facing teams: 7 years
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