We have exciting news! We are joining forces with YouEarnedIt to create create an unparalleled, integrated talent management solution. We have a lot of exciting work ahead. Would you like to join us on our journey to revolutionize the Human Capital Management industry? If so, continue reading!

Overview of the Role:

We are looking for an experienced, enthusiastic and hands-on leader who can rapidly learn the YouEarnedIt/HighGround value proposition and apply it to customers of all sizes. The ideal candidate also has previous management experience and understands how to motivate and support individuals for success driven results. This includes motivating a team of account managers to develop a highly effective strategy for each client relationship, assuring client retention, upsell revenue generation, client satisfaction, and consultative partnerships.

Reporting to the VP of Customer Success, the Director will develop and implement best practices, strategies, and processes that will empower the Customer Success team with the skills to drive customer satisfaction and loyalty to YouEarnedIt/HighGround.

What you’ll do:

Client retention and growth:

-Develop and lead the team to proactively identify, forecast and drive to closure opportunities for renewals as well as upsell and service expansion in an account.

-Maximize client retention by actively assisting Account Managers with retention efforts, evaluating and escalating retention issues internally when necessary, evaluating client survey results and working closely with AM’s to develop action plans to improve satisfaction as needed.

-Oversee the contract renewal process to obtain acceptable revenue and profit levels.

-Provide escalation support for at-risk customers, ensuring their needs are met and confidence is restored.

-Understand YouEarnedIt/HighGround services, capabilities and future product roadmap and help the team match these capabilities and services to our customer’s needs.

-Initiate and develop relationships with multiple individuals within our largest accounts, in the C-suite, vice president, and director levels; be able to communicate effectively with individuals at all levels.

-Develop and refine a customer health evaluation program then meet or exceed the targeted goal for customer satisfaction.

-Understand customer needs and allocate resources to address the needs, monitoring follow through on all issues to ensure resolutions meet customer expectations.

-Develop a team of an Account Management/Customer Development process by establishing metrics, analyzing processes, utilizing customer feedback and implementing best practices to ensure high-quality customer and internal deliverables.

-Provide management with timely and accurate reports or other information necessary to track progress towards goals.

-Hire, grow and retain a team of Account Managers focused on our customers’ success.

-Establish behavioral, developmental, and results from metrics and coach for performance excellence; Provide timely and effective recognition; Resolve problems as they arise and effectively administer corrective action when necessary; Identify and support developmental opportunities to encourage employee learning and growth.

What we want from you:

-5+ years of experience customer success/account management/project management role managing large customers at a SaaS company

-2+ years in a leadership position with multiple direct reports

-Experience with mergers and acquisitions; the ability to combine teams and processes

-Positive, self-starter attitude with a desire to exceed customer expectations and ability to work extended hours when required

-Attention to detail, highly organized, with an absolute focus on the quality of work

-Outstanding oral and written communication skills

-Strong quantitative and analytical skills

-Creative problem solving

-Ability to prioritize, multi-task and perform effectively under pressure

-Patient and an acute listener

-Ability to travel 15%