Remote Customer Success Director

Steven Douglas Associates

Customer Success Director (Remote role with 30+ travel) Responsibilities Take ownership of assigned accounts and lead customers from initial onboarding to renewal Learn each customerrsquos business processes and KPIs to determine how interaction analytics can be used to improve them Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives using standard change management processes Work with customers to ensure that each business initiative is supported by a strong value story, while drivinginfluencing the development of a measurement plan and tracking its impact Anticipate and identify issues conflicts 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 assigned customer portfolio and ability to articulate the primary analytical goals and business imperatives Maintain an understanding of customersrsquo immediate, short and long-term business needs 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 Meetings Required Qualifications and Skills 2+ years in customer success management in a SaaS environment preferred 2+ years in speech analytics andor contact center technology solutions experience Experience developing and managing B2B customer relationships Bachelorrsquos degree in a business-related major or equivalent work experience Strong analytical skills with ability to ldquoconnect the dotsrdquo to identify clear business objectives and outcomes Ability to manage customer expectations and be assertive, persistent, 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 Must be computer literate have experience using Microsoft Office Suite and other customer centric software More than 30 travel is expected

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