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Senior Director of Client Success
3 months ago
GroupBy is at the forefront of cloud-native SaaS solutions, driving the success of the world's most effective eCommerce platforms. Our innovative Product Discovery Platform, enhanced by Google Cloud Discovery AI, offers unparalleled features in data enrichment, search, recommendations, navigation, personalization, merchandising, and search analytics. Our commitment to creating exceptional eCommerce experiences is evident in our ability to optimize business outcomes such as revenue, margin, and profit. Recognized for our achievements, GroupBy has been acknowledged in various prestigious lists, including LinkedIn's Top Startups.
Position Overview
We are seeking a Director of Customer Success who is passionate about bridging the gap between business and technology. In this pivotal role, you will partner with leading global brands to implement cutting-edge eCommerce solutions utilizing GroupBy's product suite.
Key Responsibilities
- Gain a comprehensive understanding of our clients' businesses and their success objectives.
- Foster and expand relationships within client organizations.
- Devise strategies and best practices to ensure clients derive maximum value from our offerings.
- Leverage a solid grasp of our technology to drive customer success.
- Identify and communicate product gaps or opportunities to the Product Management team.
- Set and surpass customer expectations regarding project timelines and quality.
- Serve as the primary point of contact for clients, ensuring a premium delivery experience.
- Act as an escalation point post-implementation, collaborating with internal teams to resolve issues.
- Utilize your technical expertise and project management skills to enhance customer experiences.
Qualifications
- Project Management Expertise: Proven ability to manage projects from inception to completion, meeting deadlines and objectives.
- Conflict Resolution Skills: Strong problem-solving abilities with a knack for finding mutually beneficial solutions.
- Time Management: Proficient in organizing schedules to meet both client and business commitments.
- Effective Communication: Exceptional communication skills, able to convey messages clearly to diverse audiences.
- Trust Building: Ability to quickly establish trust and credibility with clients.
- Technical Proficiency: Understanding of complex SaaS implementations and delivery.
- Leadership Skills: Confidently lead teams and manage multiple priorities under pressure.
- Business Acumen: Strong sense of business strategy, balancing client needs with company objectives.
- Executive Presence: Capable of engaging with C-suite leaders, demonstrating authority and a solutions-oriented mindset.
- Experience: Minimum of 7 years in customer success and client service delivery.
Preferred Qualifications
- Experience in the eCommerce sector.
- Familiarity with cloud-based platforms/SaaS.
- Background in a technical startup environment.
Why Work with Us
GroupBy offers a dynamic work environment with a strong focus on employee satisfaction and engagement. We provide a hybrid work model, allowing flexibility while maintaining our Toronto headquarters for those who prefer it. Our benefits include generous vacation policies, educational budgets, and opportunities for professional growth. We pride ourselves on fostering a respectful and inclusive workplace culture.
