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Director of Customer Success & Analytics

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Virgil is seeking a Director of Customer Success who will define, create and execute innovative strategies that deliver a consistent and world-class service experience for our customers. In this role you will deliver best-in-class online support, monitor, and advise upon in-product service experience, manage client integrations, and provide effective customer learning/training programs. This position requires the person to be extremely data-driven, utilizing data visualization tools and other monitoring resources to analyze and improve the customer experience.

About the Role

The Director of Customer Success works closely with sales, marketing, product and engineering teams and customers to ensure a consistent customer experience. The leader of our customer success organization should have strong technical and product knowledge and proven success working in a fast-paced, high growth environment. The role requires someone with excellent communication and presentation skills and the ability to be entrepreneurial and skilled working with complexity and ambiguity. The Director of CS will partner with sales to drive alignment for customer renewals and expansions. The Director will oversee the development of analytical plans including proper selection of methodologies, techniques, KPIs and metrics. This person will have prior expertise in the design and development of data-driven solutions to complex problems. This person lives and breathes the concept of a data-driven culture and how it relates to the overall execution of business initiatives to achieve both company and financial objectives. The position reports to the Chief Operating Officer.

REQUIREMENTS

Preferred

  • Designed and built a customer experience strategy, framework and tools, aligning to company strategy
  • Developed key benchmarks and measures of success for customer experience
  • Developed customer education and training programs
  • Managed an in-house customer support team
  • Managed call center customer support operations
  • Experience working with business intelligence tools
  • Experience working with Salesforce
  • Experience translating customer requirements to engineering and product teams
  • Experience assessing the health of client relationships and developing proactive programs to reduce churn risk
  • Experience working with large and complex enterprise accounts
  • Experience in developing case studies based on customers performance
  • Experience writing complex SQL queries
  • Experience working with hotel or restaurant companies
  • Advanced excel skills (e.g. pivot tables)
  • Developed reporting dashboards that tie back to insights and behaviors
  • Experience managing a globally dispersed workforce

Differentiating

  • 4-year degree in technical discipline (e.g. mathematics, engineering, computer science, etc.)
  • Possess an MBA
  • Expertise in statistical, econometric and quantitative analysis
  • Technical and product competence and understanding of HR technology software

Compensation

Compensation is competitive based on experience

Full benefits package

VIRGIL INC IS AN EQUAL OPPORTUNITY EMPLOYER – EOE

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Location

525 W Monroe St Suite 510, Chicago, IL 60661
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