$200K — $250K *
About the Company:
SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.
Our accolades include:
Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020
The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the quarterback and driver of account enablement, adoption, expansion, and local user engagement, the Customer Success Team is directly impacting our rapid revenue growth and customer retention.
Reporting to the Chief Customer Officer, the Director of Implementation Services, Training and Support will lead a team of Implementation Specialists, Training Specialists and Support Specialists who own the success of our customers during those specific lifecycle phases. Driving world class Time-to-Value across these functions is one of our strategic competitive advantages and this role will be responsible for maintaining and improving on that performance on an on-going basis. Enabling customers to quickly achieve success in the deployment and use of our platform is the first critical factor in our customer’s journey and is a key measure of our success with our customers. Our team of implementation specialists set up and train users from all backgrounds and technical abilities with various use cases across all platform capabilities with workflows that range from simple to complex. Our team of Training Specialists develop and deliver training content in various modalities in both standard and custom training sessions.The Support Specialist team provides both Tier 1 and Tier 2 customer support up to and including triage of product issues with very aggressive response and resolution times. This role will be responsible for managing this very fast growing and important team of customer success professionals while striving for continuous improvement across all of the lifecycle functions.
Set and manage your team’s objectives and priorities to ensure they achieve implementation, training, customer support and customer satisfaction metrics and quickly identify and remediate issues relating to any negative outcomes across all those lifecycle functions.
Provide senior leadership and operational management for both internal and external initiatives through cross-functional partnerships with the entire customer success organization including implementation services, training, support, professional services, retention marketing and customer success operations which directly impact overall customer success and drive customer retention and revenue growth.
Develop and nurture cross-functional partnerships across the entire SOCi organization including product, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth.
Lead the day to day activities of the Implementation, Training and Support teams by providing strong leadership, coaching, and mentoring.
Drive the ongoing development and optimization of processes including the assessment and disposition of existing ones, and create new processes in the spirit of ensuring our customer’s journey provides a quick time to value.
Manage team allocation to ensure each team member has a manageable workload and reallocate resources as necessary.
Establish and refine business metrics to increase visibility, alignment and accountability to meet implementation goals.
Act as an escalation point for the team and customers if/when issues arise.
Work closely with the Sales and Product teams to appropriately manage customer expectations throughout the implementation, training and support process.
Work closely with the Customer Success Managers to ensure customers are progressing quickly through the various lifecycle phases while identifying and remediating any risk to their overall success.
Work closely with Product to ensure product feedback from customers is shared and incorporated as appropriate.
Establish clearly defined goals, objectives, responsibilities, competencies, and development plans for each member on the team.
Ensure all team members are fully adhering to the defined and prescribed customer engagement model and processes across all customer verticals and tiers.
Participate in the development, rollout and execution of onboarding, enablement, adoption and retention activities (playbooks) through both internal and external resources.
Successfully manage day-to-day priorities for all team members to ensure proper focus and activities align with overall customer success and corporate priorities.
Participate in the identification, recruitment, onboarding, on-going training and retention of world-class customer success talent.
Achieve all quarterly targets including but not limited to metrics such as Time-To-Value, Student Throughput, First Response and Resolution metrics across the lifecycle functions.
Required Skills + Qualifications:
7+ yrs. direct and verifiable enterprise-level customer success experience
Proven track record of success in a high-pace, high-growth environment
Proven track record of success with a verifiable history of successfully managing a team inside a high-growth company with multiple, competing priorities
Proven track record of success with a verifiable history of managing a world-class implementation services team while achieving exceptional time-to-value for complex software implementations
Proven track record of success with a verifiable history of managing a world-class customer training function and programs - including content development and delivery
Proven track record of success with a verifiable history of managing a world-class customer support team and achieving high levels of success on key operating metrics and overall customer satisfaction
Driven by personal, team and company achievement with a commitment to excellence
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience and comfort interacting with and influencing C-level executives
Strong communication skills – written and verbal – with understanding of situational best practices
Excellent presentation skills – from small to large audiences
Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
Experience in Saas, Social Media and enterprise software
BS or equivalent education and relevant experience – MA/MS/MBA Preferred
Valid through: 3/16/2021