Provi is looking for a strategic Director of Customer Success who is passionate about providing exceptional support and ready to lead teams responsible for launching new markets, retaining users, and delivering extraordinary service to customers and vendors.

Founded in 2016, Provi is an open digital marketplace connecting retailers (restaurants + bars), distributors, and suppliers in the alcohol industry.  We are a well-funded, hungry team making an impact on a $240-Billion-dollar industry.

As Director of Customer Success, you will manage the team that owns the relationship users have with Provi and will be responsible for delivering the best experience possible. Working closely with the Business Development, Marketing and Success teams, you will create, implement and optimize a customer success strategy that best services our users. Your strong belief that exceptional service makes a great product will be your guiding principles while leading your team forward.

The ideal candidate will have a strong background scaling success programs. This position will report to and work closely with the VP of Operations and will be based at Provi office in Chicago.

Responsibilities

• Lead the Department: recruit, hire and develop experienced leaders and Customer Success Managers, improve onboarding and training programs, increase engagement with our users, and seek continuous improvement to best internal practices.

• Drive Customer Success outcomes including: increasing efficiency from onboarding to first-order, increasing retention by identifying patterns of churn and implementing strategies to combat the issue, increasing number of distributors ordered per retailer by educating users of full benefits (upselling Tel-Sell accounts).

• Inside Sales: Hire, develop, motivate, coach, and retain an exceptional team that exceeds quota and performs consistently.

• Develop programs that works with Distributor Sales Reps to increase their action rates within the platform.  Identifying distributor allies, implement ongoing education and increased platform communication (Intercom) to increase the value proposition for sales reps, who in turn a better user experience for the retailers.

• Manage customer success activities including: on-boarding, training, retention, up-selling, distributor sales rep relations.

• Measure the effectiveness of customer success: refine and define operational metrics, refine systems for tracking metrics

   

Desired Skills & Experience

• Minimum 5 years of experience in account management or customer success leadership position

• Must be friendly, gregarious, outgoing with an inclusive, team-first mentality

• Leadership style must be knowledgeable of Emotional Intelligence and Culture first approach.

• Demonstrated ability to exceed team performance goals, including sales and retention.

• A go-getter who believes every challenge has a solution and uses exceptional problem-solving skills to create and launch new initiatives.

• Relationship builder - the ability to work with an end user and turn them into an ambassador of Provi

• Exceptional organizational and communication skills – both verbal and written

• Outstanding teaching and training skills

• Empathetic towards customer’s experience and passion for driving growth with exceptional service

• Technical proficiency and ability to learn and implement new product developments

• A strong understanding of creating and implementing effective sales strategies

• A passion for the success and happiness of our users

• Ability and mindset to handle change and be a team player who is willing to do what it takes for the success of the company

Why Provi?

• Make an impact: At Provi, you're more than just a number. Your strategies and feedback have the ability to make a significant impact.
   
• Room to grow: Provi is growing fast and you should too. Learn and develop with us.
   
• Benefits: Health, Dental, Vision, and Life Insurance.
   
• Energy at work: Work out of our amazing office in the West Loop with snacks, drinks, happy hours, etc.
   
• Be a part of something big: Join a dynamic and innovative team that is working to change a major industry.