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Director of Customer Success

Orlando, FL

Posted: 07/11/2019 Job Category: Other Job Number: 731

BlueWave is hiring a Director of Customer Success for a fast-paced SaaS company in Orlando, FL. This person will be a member of the Senior Management Team and take implementations, customer success, support and education to the next level.

Your teams will be responsible for building and maintaining post-sales relationships with customers. This individual will report directly into the CEO and lead four key functions:

  • Implementations
  • Customer Success
  • Customer Support
  • Education


Responsibilities:

  • Build, train, motivate and lead a world class team
  • Develop, own and execute the strategic plan for your functions
  • Liaise with leaders of the development, product and sales and marketing teams
  • Responsible for team performance against KPI' s including customer retention, customer expansion/adoption, NPS, and efficiency metrics
  • Own and manage the P&L for your functions
  • Own the relationship for top accounts
  • Improve customer experience by optimizing and / or developing processes for each subgroup
  • Develop a customer success playbook that drives customer adoption and identifies / addresses at-risk customers early
  • Guide the development of customer self-service training and educational materials


Requirements:

  • Bachelor’ s degree in business or technology is preferred
  • 5+ year track record of success in a related function is required with direct implementations, customer success, support and education experience preferred
  • SaaS experience

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