Senior Customer Success Director
As a senior Customer Success Director, you will play a crucial role in ensuring the successful transition from Proof of Concept (POC) to full-scale rollout for our delivery and logistics solutions. Your customer-facing responsibilities will include conducting discovery, mapping processes, coordinating onboarding activities, and aligning project work with key performance indicators (KPIs) to assure a successful experience to external stakeholders. This role requires a strategic thinker with strong project management skills and the ability to collaborate effectively with cross-functional teams.
Key Responsibilities:
- Discovery and Process Mapping:
- Conduct thorough discovery sessions to understand client needs, pain points, and objectives.
- Map existing processes and workflows to identify areas of improvement and optimization.
- Collaborate with clients and internal stakeholders to gather requirements and align expectations.
- POC Coordination:
- Lead the POC process, ensuring successful implementation and addressing any challenges that may arise.
- Collaborate with technical teams to customize solutions based on client requirements.
- Monitor and evaluate POC performance against agreed-upon metrics.
- Onboarding Coordination:
- Develop and execute a comprehensive onboarding plan for clients transitioning from POC to full rollout.
- Coordinate with various teams, including sales, support, and technical teams, to ensure a smooth onboarding process.
- Provide guidance and support to clients during the onboarding phase.
- KPI Alignment:
- Collaborate with clients to understand their success criteria and incorporate them into project milestones.
- Define and track key performance indicators (KPIs) for each project, ensuring alignment with client objectives and company goals.
- Analyze and report on KPIs regularly, making data-driven recommendations for improvements.
- Contract Conversion:
- Work closely with the sales team to facilitate the conversion of POC engagements into full rollout contracts.
- Provide insights and recommendations to improve contract terms based on client feedback and project performance.
- Stakeholder Communication:
- Maintain open and clear communication channels with internal and external stakeholders.
- Conduct regular status meetings and project updates to ensure alignment and address any concerns promptly.
- Travel to customer locations in the US for onboarding, meetings with stakeholders or launch of a new site.
Qualifications:
- Bachelor's degree in Business, Project Management, or a related field. Master's degree is a plus.
- Proven experience in program or project management, preferably in the B2B SaaS industry.
- Experience in the logistics/last mile field in a strong advantage
- Strong understanding of project management methodologies.
- Excellent communication and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Demonstrated ability to manage multiple projects simultaneously and meet deadlines.
- Travel will be required
