Director of Customer Success
ActiveFence
Full time
Customer Support
United States
Hiring from: United States
Responsibilities-
Must Requirements -
- Customer Success Management:
- Serve as the primary focal point of contact for customers and oversee day-to-day customer support operations, ensuring timely resolution of customer inquiries, issues, and escalations.
- Ensure the successful onboarding and implementation of new customers.
- Conduct regular check-ins with customers to gather feedback, identify pain points, and ensure their needs are being met.
- Lead regular business reviews and check ins with clients to review progress, address concerns and explore additional ways to add value.
- Proactively identify opportunities to upsell or cross-sell additional products or services to existing customers, working closely with the Sales team.
- Act as a champion for the customer within the company, advocating for their needs and priorities and driving initiatives to enhance their overall experience.
- Customer Support Operations:
- Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to address any areas of improvement.
- Develop and implement standardized processes and procedures for handling customer onboarding, inquiries and escalations.
- Coordinate with other departments, such as Product and Sales, to address customer issues and provide feedback for product improvements.
- Product Knowledge and Documentation:
- Develop a deep understanding of ActiveFence products and services, staying updated on new features, updates, and releases.
- Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides, to assist customers with self-service support options.
- Continuous Improvement:
- Analyze customer support data and feedback to identify trends, patterns, and areas for improvement.
- Implement initiatives to improve customer satisfaction, reduce response times, and increase efficiency within the support team.
- Stay abreast of industry best practices and emerging trends in customer support and incorporate them into processes and operations.
- Team Leadership:
- Lead, coach, and mentor the customer support team, fostering a culture of excellence, accountability, and collaboration.
- Set clear goals and performance expectations for team members, conducting regular performance reviews and providing constructive feedback.
- Develop and implement training programs to enhance team members' product knowledge, communication skills, and problem-solving abilities.
Must Requirements -
- 8+ years of experience in customer success, account management, or a related field within the SaaS industry.
- 4+ years of experience in team leadership
- Proven track record of leading and scaling customer success teams.
- Excellent communication, interpersonal, and negotiation skills.
- Strong analytical and problem-solving abilities.
- - Ability to work collaboratively across teams and manage multiple priorities in a fast-paced environment.
- 5+ years of experience in the Cyber Security industry
- 5+ years of technical expertise with Data/AI products
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