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Customer Success Director
Ref No.: 18-00243
Location: Waltham, Massachusetts
Position Type:Full Time
We are looking for a customer-focused, hands-on, Client Success Director to join our growing Account Management team. This person will be responsible for working within a customer organization at all levels utilizing a very "hands on” approach to creating buy-in and ownership as the customer's advocate for success.

Primary Responsibilities:
  • Take ownership of assigned accounts and lead account management from onboarding to renewal
  • Use strong blend of both strategic and tactical approaches to proposed solutions to achieving customer's return on investment
  • Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives
  • Work with customer to ensure that each business imperative is supported by a strong value story, while driving/influencing the development of a measurement plan and tracking its impact
  • Anticipate and identify issues & conflicts in order to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue
  • Achieve referenceable status at each customer who can speak to a specific ROI that has been accomplished as part of their interaction analytics program
  • Maintain strong knowledge of the customer portfolio and be able to articulate the primary analytical goals and business imperatives
  • Maintain an understanding of customers' immediate, short and long term business needs in order to protect, retain and increase revenues
  • Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
  • Communicate effectively with other internal team members to ensure resolution of problems
  • Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
  • Influence the product roadmap through participation in Product Meeting

Required Skills & Qualifications:
  • Minimum two years' speech analytics, contact center, and/or Subscription based SaaS technology solutions experience
  • 2+ years in a leading role within a sales, support, and relationship capacity, customer success role experience ideal
  • Strong analytical skills with ability to "connect the dots” to identify clear business objectives and outcomes
  • Ability to manage customer expectations and be assertive and persuasive
  • Able to engage management decision makers and influencers at any level
  • Excellent communicator with strong written and verbal communication
  • Demonstrated ability to understand customer requirements and translate into a quantifiable solution
  • Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
  • Ability to effectively prioritize workload and manage changes in priority and direction
  • More than 30% travel is expected
  • The right candidate can work remote; Office locations are in FL or MA.