Senior CRM Consultant leading both mid - market and enterprise - level HubSpot CRM solutions. Transforming complex requirements into scalable architecture and automating processes.
About the role
- Senior Director of Customer Success leading SOCi's Customer Success team to enhance customer satisfaction and retention. Drive utilization of the platform and align success initiatives with business objectives.
Responsibilities
- Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities.
- Develop and implement customer success strategies to enhance client satisfaction, retention, and growth.
- Drive the adoption and utilization of SOCi’s platform across the customer base.
- Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives.
- Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas.
- Act as a senior escalation point for customer issues, ensuring timely and effective resolution.
- Develop and maintain strong relationships with key customers, acting as a trusted advisor.
- Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team.
- Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements.
- Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes.
Requirements
- 10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position.
- Proven track record of driving customer success in a SaaS or technology company.
- Strong leadership and people management skills, with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Analytical mindset with the ability to interpret customer data and make data-driven decisions.
- Strong problem-solving skills and the ability to handle complex customer issues.
- Proficiency in customer success platforms and CRM tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Passion for customer success and a deep understanding of customer needs and challenges.
- Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
Benefits
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
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