Director of Global Customer Success Hearsay Labs
THIS JOB HAS EXPIRED Responsibilities:
Guide customer success, ongoing sales results, and customer implementations of company?s Software-as-a-Service, to deliver a world-class customer experience. Apply a strong technical, engineering-related background and expert understanding of client business objectives to consult and negotiate with client executives for new and existing accounts.
Plan and modify product specifications and architect technical, industry- specific solutions to address customer software integration needs (specifically, Single Sign-On integration, Email Archive integration, and salesforce.com integration).
Collaborate with internal Sales, Marketing, Engineering, and Product Management teams to support customer goals.
Confer with customers and engineers to ensure business activities are aligned with long-term strategy goals.
Provide technical and non-technical support and services to clients to fully and effectively implement company?s services.
Act as an expert advisor on company products, corresponding social networks, strategic alignment, and service implementation requiring extensive technical expertise for installation and use.
Provide internal and external social media thought leadership, and grow customers' social media footprints globally.
Drive Hearsay Social enterprise implementations, including technical configuration and product adoption across accounts.
Serve as an escalation point for issues that impact customer success.
Support sales team with renewals and expansion opportunities.
Build and maintain strong relationships with key personnel at customer accounts.
Manage, grow, and lead a team of highly talented Customer Success Managers.
Experience and/or education must include:
Social media and social collaboration tools to facilitate services to internal/external customers
Account portfolio planning and prioritization
Management of complex Software-as-a-Service implementations, managing accounts, and driving customer adoption of technology
Business advising and/ or coaching executives on change management (cultural, technical and business aspects) and enterprise social tools
Enterprise SaaS competitive landscape and technical ecosystem
Business processes (Sales, Marketing, Service, Support), business applications, and automation
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of database concepts and SAML, multi-tenancy)
Direct cross-functional management and leadership. Any suitable combination of education, experience or training is acceptable.
Bachelor?s or foreign equivalent in Business, Business Administration, Marketing, or a related field and five years of progressive, post- baccalaureate experience in the job offered or in a related occupation such as customer success management, client relations management, or related.
Reference job ID: 8J9VB8 & mail resume to: Attn: Michael Mulligan, 185 Berry Street, Suite 3800, San Francisco, CA 94107
||San Francisco, CA |
THIS JOB HAS EXPIRED