Job Type

Full-time

Description

ExpertVoice is looking for an individual who has proven success in leading Customer Success teams. You have experience with aligning partner motivations with desired business outcomes to build creative programs that drive measurable performance for all parties. You will manage a team of Customer Success partners, mentoring and guiding them to ensure client success. This is a coach role that reports to the Sr Director of Client Services.

Responsibilities:

• Lead, mentor, and retain a team of Customer Success partners, positioning them to succeed in assisting ExpertVoice's customers.
• Foster a culture of continuous learning and development within the Customer Success team.
• Establish and track key performance metrics to evaluate team performance and identify areas for improvement.
• Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.
• Collaborate closely with the leadership team & cross-functional teams to align Customer Success initiatives with business objectives.
• Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution for growth.
• Surface, diagnose, and resolve data integrity issues.
• Develop training programs and playbooks for Customer Success team which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes

Minimum Qualifications:

• 3+ years experience in Customer Success
• Management experience preferred
• Comfortable working in a fast-paced environment and is adaptable to change.
• Proven analytical and quantitative skills with an ability to use data to tell a story and develop strategy.
• Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same
• Revenue-oriented, a self-starter, with a proven track record of problem-solving and meeting revenue targets via solutions-based consultative sales best-practices.
• An achiever that thrives on challenges and has a proven history of successfully, consistently achieving revenue quotas and objectives, within a complex client acquisition-driven business
• Available and willing to travel as needed

Salary Description

Base Salary $76,000 - $100,000 + Bonus