Director, Service Delivery Management

2 weeks ago

Mississauga, Ontario, Canada BoomerangFX Full time
Why BoomerangFX?

BoomerangFX was recently recognized by the Deloitte Fast 500 program as the 5th fastest growing technology company in Canada and the 50th fastest growing company in North America.

We specialize in offering healthcare SaaS solutions offering integrated clinic practice management software, digital marketing and e-learning solutions to the aesthetic medical industry.

We serve specialized industry segments spanning dermatology, cosmetic surgery, women's health, cosmetic, vision, dental and hair restoration.

Our company is well-funded by international private equity.

We have a market opportunity that is rare in its scale, recession resilient and powered by a strong business model with an impressive leadership team.

Trusted by a growing community of healthcare professionals across North America.

Our product delivers the only cloud-based SaaS solution for private healthcare practices integrating the advanced clinic workflow management tools, electronic medical records (EMR), accounting, data analytics, digital advertising, lead generation and e-learning in a single user-friendly solution.

This unique feature-rich practice management solution is supported by advanced Machine Learning and designed to help our clients succeed in the marketplace.

BoomerangFX is expanding rapidly across North America and international markets including Australia, Germany, France, the UK and Latin America with industry-leading technology that is helping to modernize private aesthetic healthcare practices.

Role Overview

As the Director of Customer Success at Boomerangfx, you will play a pivotal role in building and maintaining strong customer relationships.

You will be responsible for developing and executing strategies to drive customer satisfaction, retention, and growth.

You will lead a team of Customer Success Managers and work collaboratively with other departments to ensure our customers' needs are met and exceeded.


Key Responsibilities:
Manage and lead a team of Customer Success Managers.
Develop and implement a comprehensive customer success strategy to drive customer satisfaction, retention, and growth.
Act as an escalation point for critical customer issues and ensure timely resolution.
Identify opportunities to expand customer engagement and value through upselling and cross-selling.
Build and maintain strong relationships with key customers, understanding their goals, challenges, and needs.
Champion the voice of the customer within the organization, advocating for customer needs, feedback, and enhancement requests.
Collaborate with product development and marketing teams to align offerings with customer expectations.
Develop and implement key performance indicators (KPIs) to measure and improve customer success metrics.
Provide regular reports and updates to senior management on the state of customer success efforts.
Oversee the development of customer onboarding programs to ensure new clients are set up for success.
Provide leadership, guidance, and mentorship to the team to ensure high-performance and excellent customer experience.

Have knowledge / exposure to digital marketing and ability to apply that knowledge to the success of your team, while collaborating closely with the digital marketing team and stakeholders to create customized strategies to help our healthcare practice clients continuously increase their leads and increase new business.


Qualifications:
Bachelor's degree in Business, Marketing, or a related field; MBA is a plus.
Proven experience in leading and managing customer success teams in a SaaS environment.
Strong understanding of customer relationship management and retention strategies.
Excellent interpersonal, communication, and negotiation skills.
Data-driven with the ability to analyze customer data and make informed decisions.
Strong project management and organizational abilities.

If you are looking to join a dynamic tech company that values creativity, collaboration, and fun, then BoomerangFX is the place for you Join our team and be part of a company that is not only dominating the tech industry but will provide you the opportunity to work on exciting projects, collaborate with talented colleagues, and make a real impact on growing your career.

Benefits

Stock options
Extended health care
Onsite fitness facilities and personal training classes
Team socials
Dental care
Bonus pay
Company events (social hours, team events)

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