Director, Customer Success

1800 Duke St, Alexandria, VA 22314, USA

Req #699

Tuesday, November 7, 2023

SHRM creates better workplaces where employers and employees thrive together. As the voice of all things works, workers, and the workplace, SHRM is the foremost expert, convener, and thought leader on issues impacting today’s evolving workplaces. With nearly 325,000 members in 165 countries, SHRM impacts the lives of more than 235 million workers and families globally.

SUMMARY

Directs the operations of the customer success function focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. Develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle and that promote retention. Utilizes data collection and feedback mechanisms to identify and understand customer needs and challenges and design action plans. Builds teams of customer advocates with product training, coaching, and skill development. Establishes collaborative relationships with sales, product development, and other customer facing functions. An initial project will be to integrate two distinct CS teams that support different buyers and product lines.

Responsibilities:

• Manage a team of CSMs across different customer segments

• Become an expert in all offerings and understand how these products and services bring value to our customers

• Define and optimize the customer journey with lifecycle processes, success plans and health scoring

• Build/coach teams to become trusted advisors to customers and be an internal advocate for customer needs

• Ensure CSM teams have deep foundational product understanding, building a deep understanding of the customer objectives, suggesting initiatives that will deliver true business value

• Define, measure and continuously improve operational metrics like retention, advocacy, NPS and adoption.

• Work with Sales and Marketing to identify and cultivate customer references and case studies

• Own a small set of strategic accounts

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Prepare budgets for approval, including those for funding or implementation of programs.

Education & Experience Requirements

• Bachelor's degree or equivalent

• Team management

• Project management

Certifications

· Experience and/or certifications in Change Management, Lean Six Sigma, and Project Management a plus

Knowledge, Skills & Abilities

• Change Management

• Technology integration

• Demonstrated project management ability and excellent time management/prioritization skills

• Exceptional verbal communication skills; experience interacting with senior executives preferred

• Excellent written communication skills and attention to detail; past editing or content creation experience ideal

• Strong service ethic when interacting with internal and external clients; ability to work well within a team

• Proactive problem-solving skills and commitment to continuous process improvement and innovation

• Comfort with ambiguity and change; ability to make quick adjustments to meet client and business needs

• Demonstrated maturity and poise under pressure

• Willingness to take on additional responsibility as needed to ensure achievement of group goals and service to our clients

Additional Notes

• Please note any experience in leading teams in mergers and acquisitions

Physical Requirements (adjust this section as necessary)

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

• Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work environment (adjust this section as necessary)

• Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

• Travel expected is 20-30% of the time.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family Administrative Support

• Job Function SHRM Products & Services

• Pay Type Salary

• Travel Required Yes

• Travel % 20

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• 1800 Duke St, Alexandria, VA 22314, USA