Director, Engagement (Customer Success)

Hrsmart Inc   •  

Seattle, WA

Industry: Enterprise Technology

  •  

11 - 15 years

Posted 73 days ago

This job is no longer available.

Position Responsibilities

We have an exciting newly created role for someone who is passionate about Customer Engagement, Customer Success and building and embedding best practices across an agile, constantly growing and evolving organization.

This is a role for an individual with strong product and industry knowledge and the ability to work collaboratively to identify opportunities for increasing engagement with customers, building and growing an engagement function, directly managing a team of engagement managers, trainers, implementation managers, and support resources, and communicating confidently with internal stakeholders and customers. This role involves a high degree of focus on best practices, metrics, and data analytics to ensure that the business remains an industry leader and grows its market presence.

Your primary responsibilities will comprise the following:

  • Driving usage and adoption of the GovWin IQ product in a directed manner through: on-going usage reviews and account performance planning, engagement with multiple levels/teams within the customer organization, establishment of best practices and development of end-user outreach initiatives
  • Leading and growing a team of Engagement Managers who are chartered with:
    • Driving customer onboarding, user adoption, search optimization and overall customer usage for a renewable suite of subscription products
    • Monitoring the engagement of an overall set of customers, and investigating there might be opportunities to further drive customer loyalty
    • Tracking the health of segments of the customer base to expand usage, identify at risk customers, and analyze trends in attrition to quickly put a remediation plan in place
    • Incorporating “one-to-many” advanced research and outreach programs (webinars, etc.) into a standard cadence with customers
    • Utilizing customer profitability, usage data, and other metrics to appropriately target customers for re-engagement campaigns, up-sell, reference programs, etc.
    • Developing and maintaining automated and on-demand training material
    • Building a stronger conduit to Product Marketing and Product Management, in order to represent the voice of the customer in all new product and enhancement roadmap activities
    • Sharing customer feedback internally, managing toward solutions to issues, and advocating for the customers

Additional Responsibilities will include:

  • Acting as a resource for Customer Success business projects
  • Leading in the development of reference guides, manuals, and training materials
  • Helping in organizing and facilitating of monthly team meetings
  • Serving as the subject matter expert in the field and be able to handle minor customer escalations
  • Participating in training needs identification and analysis and supervises ongoing training programs
  • Serving as a primary representative when needed on special projects
  • Mentoring during new hires onboarding
  • Participating in the recruiting process
  • Assisting in facilitating team activities to foster collaboration and cohesion
  • Serving as a senior “site manager” and go-to resource in the Seattle office, for all local teams
  • Performing other duties as assigned

Qualifications

To be successful in this role, we'd love you to have the following skills and experience:

  • Bachelor’s degree or equivalent experience
  • 5+ years managing a team of customer-focused employees (for example, Sales, Customer Success, etc.)
  • 10+ years' experience in sales, a customer service field, or equivalent experience
  • Strong, proven sales and training skills
  • A proven history of managing cross-functional projects
  • Proficiency with marketing and sales enablement tools
  • Expertise in metrics development and leveraging analytics to reflect the health of the business
  • Excellent customer service and relationship development skills
  • Strong verbal/telephone and written/electronic communication skills
  • Excellent time management and organizational skills
  • Enthusiastic, hard-working, and pleasant attitude
  • Demonstrated industry knowledge in the Federal IT Government market
  • Strong computer and internet skills, including MS Office, internet research, HTML and database skills
  • Able to work extended hours (to cover various US time zones) as needs arise
  • Strong listening skills
  • Strong interpersonal skills with ability to adapt to varying situations and personalities
  • Self-motivated and proactive team member, who will utilize time efficiently, share knowledge, and be receptive to others’ ideas
  • Excellent communication skills, both oral and written, that will enable remote sale of products and services, as well as internal information-sharing
  • Organizational skills and computer competency that will facilitate customer and business tracking, follow-up, and team coverage
  • Work within a driven and highly motivated team to provide a world-class customer experience

4841BR