Director of Customer Success

| Chicago
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 ReviewTrackers is the rapidly-growing customer feedback platform trusted by tens of thousands of businesses. Using data, insights and technology, we partner with brands to ensure their customer’s feedback is being heard. We are seeking a self-motivated individual who wants to learn new things, contribute, and do the best work of their career.
 
At ReviewTrackers, we put Customer Success at the forefront of what we do and passionately deliver best-in-class, award-winning customer service.  The Director of Customer Success will embrace and build on our reputation as business partners and advisors to our customers.  In addition to leading our team of smart, committed, fun-loving Customer Success Managers, this role acts as the voice of the client in our product, sales, and marketing meetings and ensures that we build the best product for our customers. 
 
The Customer Success team is a hybrid of account management and customer support. We work with innovative companies looking for a way to make their online reputation management more efficient. We pride ourselves on providing friendly, patient, and concise next-level support to optimize the customer’s road to success. An ideal candidate has 4-5 years' experience leading a team in customer service, customer support, community management, or account management, preferably in a SaaS environment. A successful candidate will find a strong balance between cultivating a team culture of dedicated customer success and accountability and advocating for the team’s needs cross-functionally.

What you will contribute:
  • Visionary and strategic team leadership that supports and develops a best-in-class customer experience
    • Manage Customer Success team activities to include: onboarding, training, customer support, customer success management, renewals, cross-sell/upsell, and customer advocacy
  • Business development:
    • Increase renewal rates and reduce account churn
    • Expand revenue opportunities through cross-sell and upsell initiatives
    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
    • Cultivate greater advocacy from customers and reference-ability
  • Data-driven leadership:
    • Define and optimize customer lifecycle, reimagine the customer onboarding experience
    • Improve effectiveness of Customer Success; identify and measure key performance indicators; develop consistent reporting using excel and SQL 
  • Cross-functional leadership: 
    • Inspire Customer Success across company by creating a company-wide culture of Customer Success
    • Work closely with Sales and Product team on go-to-market strategy for new features and products

Who you are:
  • A Contributor. You get joy from making an impact. You believe in a collaborative, customer-focused approach to solving business problems
  • Challenge Oriented. It excites you to jump out of your comfort zone. You crave digging into a problem and finding solutions whenever you can
  • Team player. You contribute, you listen, you help when needed and ask for help when you need. You understand the vision of this company moves forward only when we work as a team
  • Unwaveringly Ambitious. You are intrinsically motivated by doing the best work of your life, yet humble and excited to learn. We are giving you the chance to demonstrate your ambition in integral parts of the company 
  • Naturally Curious. You detect a problem. You dive deeper, and deeper again. Problem solving is a major part of your individual arsenal and you don’t give up until it’s right
  • A communicator. Whether phone, email, and in-person, you are confident and follow proper business etiquette.
  • Technically savvy. You can speak dangerously about APIs, Zapier integrations, ZenDesk, and other tools used to drive an efficient, data-driven SaaS CS team
  • Persistent. You never leave anything unanswered, and always follow up to make sure it has been resolved
What we offer:
  • Excellent healthcare benefits that are built for both individuals and families + 100% company contribution for Health, Dental and Vision
  • Your own MacBookPro, Sonos in the Office, and access to cutting-edge technology
  • Free healthy snack foods and drinks 
  • Unlimited PTO
  • Startup culture with lots of room for growth and impact 
  • Formal and informal career development, including frequent Lunch and Learns
  • Transparent environment; all team members have access to company performance information and leadership team 
  • Well stocked kitchen with healthy snacks
  • Company outings (after hours MarioKart tournaments, comedy show nights, salad bar lunches, happy hours)
  • Take your coworker to lunch
  • Continuous learning with unlimited books on Kindle
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Location

Located in The Loop, our Chicago headquarters is a quick walk to public transportation options such as the CTA and Metra. We're close to Millennium Park as well as a variety of trendy restaurants and shopping venues. Our team is mostly remote, but our office is open to local and visiting employees!

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