Austin Categories:
Director, Customer Success Demand Media
THIS JOB HAS EXPIRED
Director, Customer Success
Professional Services | Austin, TX, United States
Director, Customer Success
Austin, TX, United States
Description
Demand Media is currently looking for a Director, Customer Success, to join our Austin-based Services organization, leading a team of energetic and experienced Customer Success Manager.
This leader will set the tone, direction, and programs for the Customer Success team, working with some of the world's biggest brands and retailers to develop and execute compelling, innovative social commerce programs. The Director, Customer Success, is responsible for supporting the all of Pluck's customer's successful implementation of Pluck products from the beginning of the customer relationship, through full customer production rollout, and into execution. The team is made of experts in Pluck application functionality, technology and implementation methodology, and the same level of knowledge is expected of the Director. You will provide a combination of solution consulting, solution architecture and account management to your own set of customers, and provide mentoring and guidance to your team. The Director serves as an internal advocate for customers, helping to drive support and change when necessary to help customers achieve their business objectives.
This leader must have experience running and growing Customer Success or account management organizations that support enterprise-class Software-as-a-Service products delivered globally, and have industry experience in eCommerce.
The Director can expect to work hand in hand with the senior management in Austin. He will be expected to be a team player across a range of business efforts outside of his core responsibilities, and leverage his leadership, experiences, and industry perspectives to become a valuable contributor to all of our customers across the globe.
This role reports to the VP, Technology & Services.
Key Responsibilities:
- Lead, manage, and grow a team of Customer Success Managers based in Austin, with global responsibilities. Provide organization support and career development for the Customer Success team.
- Design, develop, and implement tools, process, programs, and practices to further the objectives of the Customer Success function.
- Establish and measure qualitative and quantitative customer account metrics.
- Manage global key customer relationships at executive and senior management levels.
- Implement and develop services best practices and process improvement to increase services capability and capacity to support business objectives.
- Escalation point for all services activities and projects with responsibility for overall project deliverables and quality.
- Ensures customer success through high-quality implementations.
- Interface directly with other organizations such as Product Development, Product Management, Customer Support, Professional Services, and Application Operations.
- Own and manage the tools and technologies needed to interface with customers.
- 10+ years of professional relevant experience, with at least 3 years' experience as a leader in a Customer Success or account management organization, managing teams to deliver customer satisfaction.
- 5+ years working in Software-as-a-Service product businesses.
- Business knowledge and experience working with web technologies, specifically JavaScript, HTML, AJAX, and the underlying technologies of the web.
- Excellent presentation, written communication, and proposal writing skills.
- Successful implementation and operation of relevant business technologies, processes, and procedures.
- Strong communication skills with experience developing and managing customer relationships.
- Strong people management skills and solid understanding of the managing a global team.
- A deep and profound sense of leadership, ownership, urgency, and drive.
- BA/BS in Computer Science, MIS, or business administration, or relevant work experience.
| Location: | Austin, TX United States |
|---|
THIS JOB HAS EXPIRED
Demand Media
Investors: Oak Investment PartnersAll Jobs: at Demand Media
| Web Site: | www.demandmedia.com |
|---|---|
| Headquarters: | 1333 Second Street Suite 100 Santa Monica, CA 90401 United States |
| Industry: | IT Services |
Support Demand Media with Social Media services
Find more Director, Customer Success jobs
