Director of Customer Success
The Director of Customer Success role will communicate ROI to clients and help clients optimize use of Eved. Clients come first at Eved and the Director of Customer Success is the primary point-of-contact for clients using our SaaS technology solution.
This is a senior role that will also be responsible for driving Eved’s Customer Success organization. The Director of Customer Success will establish, evolve, and develop tools and processes to facilitate proactive customer success at Eved.
Success in this role depends upon, proactive problem solving, a passion for customer success, strategic thinking, the ability to navigate ambiguity, and a sense of humor.
- Demonstrating Eved’s value by understanding client’s goals, determining how Eved can support those goals and developing KPI reports
- Developing and maintaining Eved’s Customer Success methodology and tools
- Increasing spend through accounts
- Acting as the primary point-of-contact for Client champions; Facilitating regular meetings
- Developing, scheduling and leading in-person QBRs
- Training on new functionality and helping clients optimize use of Eved
- Addressing escalations from the Eved Help Desk
- Reporting on client health metrics (usage, tickets, CSAT, NPS, etc)
- May conduct cross-training among peers; provide knowledge transfer between group members; mentor new employees; and provide new employee training on applications, per expertise
- Assist with additional projects as requested