Executive Director, Client Success

New Orleans, Louisiana

Job ID: JN -052017-5848 Function: (CSM) Customer Success Manager / Account Manager
RESPONSIBILITIES
Lead World-class Customer Success Team
  • Create rapid onboarding process for new team members
  • Manage customer success activities & lifecycle including training, renewals, cross-selling, and client advocacy
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Create company-wide customer feedback loop
  • Align team to collaborate with other internal teams (Finance, Product, Sales, etc.) to inspire customer success across the company
Drive & Measure Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define operational metrics complete with a system for tracking metrics
  • Ability to prepare and present customer metrics to Executive team & Board
Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey (e.G., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

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