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Director of Customer Success

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Description

About us:

Planted (Techstars Alum) is a smart career platform that connects business talent with opportunities at innovative and growing companies.

About the job:

We’re hiring a Director of Customer Success to optimize the customer experience from onboarding to retention to growth. You will serve as a chief relationship builder and strategic consultant to a wide range of clients across industries and functions as they look to us to help them build all star teams. 

This position is both a highly strategic and tactical role in leading a team of Customer Success and Talent Development Managers to fulfill immediate hiring goals, increase client retention, identify new revenue opportunities and maintain/increase satisfaction. The ideal candidate will be comfortable acting as a player-manager with the ability to roll up their sleeves to ensure best in class client experience and satisfaction.

Responsibilities:

  • Scale and manage team of high-performing Customer Success + Talent Development Managers
  • Drive customer success through initial onboarding, product adoption, retention and growth initiatives
  • Drive and manage strategic talent pipeline to ensure positive candidate experience
  • Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations
  • Directly manage enterprise and strategic accounts
  • Identify revenue opportunities within existing accounts
  • Support negotiations of contract amendments to existing customer agreements
  • Develop and regularly report on customer success KPIs that will measure implementation, product adoption, speed of revenue and client satisfaction
  • Collaborate cross-team with Sales, Marketing and Product to streamline workflows and create a seamless customer experience
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features

About you:

  • 4+ years of relevant customer or client success management experience in the staffing industry, prior startup experience a plus
  • 1+ years of experience in people management 
  • Experience in a commission driven role and managing a team with quota carrying goals
  • Passion for client success and a relentless commitment to advocating for clients and your team
  • Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
  • Analytically minded to be able to leverage data to drive decisions and recommendations, strong Excel skills preferred

Qualifications

4 - 10 Years Work Experience
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