Job Description

Description

The Director Client Success reports to the VP of Clients and directs a team of CSMs (Client Success Managers), and SEs (Solution Engineers) that collectively will drive and support customer loyalty through identifying and helping them to achieve their goals by leveraging TransLoc’s products, services, and expertise. The role is responsible for proactively directing and representing the work, processes, and systems (internally and cross-functionally) of both the Client Success and Solution Engineering teams to ensure clients reach their goals while providing value throughout the client lifecycle including but not limited to the following: sales deal opportunity/RFP scoping, client simulations, client onboarding/training support when required, proactively manage key customers, build customer relationships deep and wide, drive adoption of products and features, collect, capture and communicate client feedback and needs to cross-functional stakeholders, assist inside sales with client renewals, and own/ report on team metrics and key customer health. The Director of Client Success will also work closely with cross-functional counterparts and staff to contribute to operationalizing and executing on company-wide strategy.

Requirements

Ability to direct and oversee the implementation and team compliance around best practices related to Client Success
Proven ability to direct and lead a team of teams and leverage other departments, resources, and tools in all areas of the client lifecycle
Can successfully direct and lead programs, plans, and playbooks to prevent client churn
Has the ability to hire, train, and oversee onboarding new team members
Possess skills to coach, performance manage, and support the career development of managers and team members
5+ years in Customer Success, Account Management, or Customer Relationship People Leadership
3+ years of experience leading a team in a customer management environment,
Leading remote and global teams a plus
A strong customer service orientation and the ability to form long-term customer relationships
Experience managing internal relationships, while advocating for customers needs
Interest in travel, with roughly three to six trips per quarter to meet with customers, conduct ride alongs with team members and attend conferences
Ability to quickly adapt as processes and tools evolve to support the growing customer base
Experience with SalesForce.com
Experience with SaaS-based company is preferred
A Bachelor’s degree (BS or BA) is required, MBA preferred