Global Director of Client Services

Global Director of Client Services

What You’ll Do:

● Help solve a real-world business problem
● Manage, coach, and motivate Customer Success Teams across our offices, Domestic and Globally
● Customer Renewal Strategy and Execution
● Develop a trusted advisor relationship with customers such that all activities are closely
aligned with the customer’s business case and business strategy, allowing them to
recognize the full value of working with us.
● Manage Customer Success Activities Trial period: on-boarding; and training; product
updates; cross-sell/up-sell; and customer success management platform
● Establish and oversee the customer’s adoption, training and development of best
practices to continually drive incremental value and return on the customer’s investment
across all of our locations
● Identify and grow opportunities, and collaborate with Sales to ensure growth target
● Understand and assess customer requirements, level of adoption of the service and
corporate structure as it applies to our roll out and adoption
● Foster a sense of urgency, professionalism and execution that establishes a new level of
expected customer service performance
● Occasional travel to all of our locations
● Work cross-functionally with all teams to help grow and scale our product and company
● Drive Customer Success Outcomes: Drive increased engagement for new and existing
customers; increase renewal rates and keep our churn rate near zero; expand our
revenue in accounts through cross-sell and up-sell; influence future lifetime value
through higher product adoption, customer satisfaction and overall health scores; and
drive new business growth through greater advocacy and reference-ability


Who we need:

● Interest in solving real-world business problems
● 6 to 10 years of experience in SaaS Customer Success or Account Management
● Obtained a Bachelor’s Degree
● Strong empathy for customers and passion for revenue growth
● Managed and lead teams of all sizes
● Experience analyzing data, trends to customer growth opportunities, and churn signs
● Excellent organizational, consulting, project management, and time management skills
● Ability to educate customers about complex ideas in an elegant, meaningful way for the
benefit of internal teams and client discussion
● Excited to achieve annual financial bonuses based on reducing/eliminating churn

● Desire to work in a dynamic startup where your input is desired to help shape our
offerings and how we interact with clients
● Love embracing technology – from Apps to CRM solutions
● Excellent negotiator
● You know how to get things done and motivate your team as well
● Analytical
● All-Star with Excel
● Curious
● Extremely resourceful
● Entrepreneur


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