Senior Client Success Director
This person is ultimately responsible for owning the long-term relationship with our clients, and is motivated by client retention, providing business solutions and identifying opportunities to extend products and services into the client account. Additionally, they have the ability to wear multiple hats and provide program management skills to operationalize the current professional services offering.
Key Accountabilities:
Maintain and develop existing client relationships for a set of our largest Enterprise customers at both the executive and business sponsor levels through various levels of communication including on-site meeting, regular conference calls, web meetings and email communication.
Develop and share marketing best practices to drive UGC submission volume and adoption of new PowerReviews products and services in a consultative manner
Consult with clients to define key ROI measurement metrics that align to the marketing strategies and plans
Identify opportunities for new features and product adoption in assigned client base and work to provide qualified leads to our Client Success sales team.
Management of issues or areas of improvement for customers to ensure they are getting the best results from the solution.
Complete all required administrative functions for tracking customer communication, issues and metrics.
Act as the client's advocate and primary escalation point at PowerReviews to ensure that all requests are addressed and completed on time.
Act as a liaison between clients and Product Management organizations to ensure functionality enhancements are communicated to the product team and that customers are aware of new offering from the Product Management organization.
Work with clients to defines successes and assist our marketing team with opportunities to publicize those successes.
Provide program management oversight to current Professional Services offering among Client Success team.
Improve operational processes for professional services offering.
Define additional professional services offering required by our premium customer base.
Requirements and Preferred Skills
Bachelors degree and a minimum of 7-10 years work experience in a client services/account management role managing Fortune 1000 clients with multi-level organizations that have numerous business drivers and priorities.
Experience in eCommerce or Saas
Consulting or professional services experience with the ability to define opportunities for services and processes for delivery that could benefit the customer base.
Strong project management skills, time management and organizational skills with the ability to manage multiple projects and priorities at one time
Outstanding oral and written communication skills
An effective leader and team player with a high level of initiative and the ability to work well in a team environment
Presentation (MS Powerpoint) and public speaking experience (executive level audience) including experience using web based presentation solutions
Proficient in Excel and with Salesforce.com
Positive, self-starter attitude with desire to exceed client expectations who is interested in working in a fast paced, start-up environment
Attention to detail, highly organized, with an absolute focus on quality of work
Able to travel up to 25%
Authorization to work in the US