Customer Success Director

| Chicago | Remote
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Valkre Customer Success engages with our corporate customers to create ongoing value and drive adoption. This critical function is responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of Valkre to uncover new ways to make Valkre a part of everyday life for our customers and continuously improve our product and services.

What You’ll Do

  • Quickly build a clear understanding of the entire customer lifecycle and Valkre platform
  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Enable successful roll-out of Valkre to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and supporting launches
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Valkre advocates
  • Collaborate closely with Sales and Expert Services to support pilot customers, renewals, and expansion opportunities
  • Marshall resources across the Valkre org as needed to support customers’ needs
  • Represent the voice of the customer to inform our sales process and product roadmap
  • Actively lead the growth and direction of Customer Success at Valkre

Skills:

  • Results-driven mentality, with a bias for speed and action
  • Strong analytical skills, with the ability to translate data into insights
  • Strong PowerPoint and Excel skills
  • Comfort in an agile, dynamic environment - we move quickly and wear many hats
  • Promote positivity in everyday interactions with customers and employees alike

Experience:

  • 5+ years of Customer Success/Customer Support experience within SaaS Solutions company, having organized and led technology implementations with repeated success
  • Experience working with large enterprise customers
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals

 

*This job is remote for now due to the COVID19 Pandemic. It will be in person in the future.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Microsoft SQL ServerDatabases

Location

Located in an edgy neighborhood of West Side Chicago, Fulton Market incorporates nifty co-working spaces steps away from trendy shops and restaurants.

An Insider's view of Valkre

What are some social events your company does?

We participate in a number of social events at Valkre. When we are not remote, we have weekly Happy Hour on Fridays. In summer we have what we like to refer to as ‘Valkre Days’ — team meetings followed by dinner and a fun activity the next day (kayaking, day at the arcade etc.) In late February we pack up and go on a ski trip for a few days!

Carlie

Customer Operations Manager

How do you collaborate with other teams in the company?

At Valkre, we have a culture of openness and connectivity; every individual feels empowered connecting to all levels of the company. From Engineering, Business, to Marketing, we freely connect on our shared vision. We leverage technology — staying connected via Slack, Zoom, and (If possible) in person.

Josh

VP of Engineering

What makes someone successful on your team?

Our team at Valkre is devoted and optimistic. We value everyone’s ideas, and encourage Team Member Engagement — ensuring that our voices are not just heard, but listened to. Fusing the above with having an internal drive and an entrepreneurial mindset, collectively strengthens the team while steering us forward as a company!

Amy Rose

Marketing Lead and Development

What unique initiatives do you have that encourage innovation?

Since starting the company, we have had Beer Garden every Friday at 3:00 PM. I think this is one of a variety of things we do to foster openness while creating a culture where people feel they can speak and contribute. As a team, we also participate in an annual ski trip — our secret sauce for a lot of things.

Jerry

CEO

How do your team's ideas influence the company's direction?

Everyone at the company has a unique opportunity to give feedback, brainstorm, and propose ideas to influence the company’s direction. Our environment is welcoming to innovation and input from everyone. This has become essential in fueling product development. The combination of feedback and teamwork is what helps us build on our product each day.

Tom

Software Developer

What are Valkre Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Valkre has a very generous PTO/Vacation Policy.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We get together a couple of times a year for fun activities. During the Summer we do what we call Valkre Days. In the Winter we take a Ski trip!
Happy Hours
Whether we're in person or remote we participate in weekly Friday afternoon Happy Hour as a team
Professional Development Benefits
Job Training & Conferences
Promote from within
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