Director Customer Success-Analytics
Redwood, Shores 94065
Director of Customer Success
Join a rapidly growing Customer Success team in a greenfield of opportunity with an autonomous analytics platform.
Your responsibility for the first 6 months in the role will be as a Customer Success manager forming and building customer relationships in post-sales processes and throughout the lifecycle of the account while developing a deep knowledge of the solution offering.
You will have the ability to own all aspects of customer nurturing, including driving engagement, maintaining overall customer satisfaction, and retention.
You should be comfortable under pressure and adept at creative problem solving pro-actively manage customer expectations and serve as the voice of the customer internally.
Own and manage escalations and resolve issues to customer satisfaction.
Technical proficiency combined with patience and passion to guide customers and stakeholders through all the capabilities of our products and solutions will be critical to success in this role to have impact at a start-up poised for explosive growth.
Key Drivers Are:
Serve as the primary point of contact for customers from on-boarding, through implementation, and assume overall customer responsibility and escalation management
Develop a trusted advisor relationship with all stakeholders from CEO/CTO on down to drive product adoption and ensure customers are leveraging the solution to achieve full business value
Stay current with the most recent changes to product offering and educate customers on updates
Identify and communicate customer pain points to the product team
Identify renewal risks and collaborate closely with support and sales teams for renewals and expansion opportunities
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of processes
Have 5+ years of hands-on experience in Customer Success, managing large, complex accounts
Have 2+ years of experience in people management and development; demonstrated leadership through accountability
Have 2+ years of experience with advanced data analytics (SQL a plus)
A passion for customers and problem solving
Strong analytical skills, with the ability to translate data
Strong technical background working with data collection and transformation.
Be Comfortable in a startup environment move quickly and wear many hats
Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support
Ability to manage multiple customer projects simultaneously
Ability to create structure in ambiguous situations and design effective processes
Self-starter with demonstrable ability to work independently and creatively-get things done.