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Customer Success Director
2 months ago
As the Customer Success Director at Embrace Software Inc, you will be the key point of contact for our clients in the Process Manufacturing industry. Your primary focus will be on driving adoption and ensuring a high level of satisfaction with our products and services.
Key Responsibilities:- Client Relationship Management: Build and maintain strong relationships with key client stakeholders, serving as their primary point of contact and advocate within our organization.
- Customer Success Planning: Develop and execute customer success plans that align with company goals, driving customer retention, growth, and advocacy.
- Process Understanding: Understand customers' operational processes, goals, and challenges, and tailor solutions to meet their needs and expectations.
- Team Leadership: Coach and mentor a team of strategic account managers and application engineers focusing on skill development and growth.
- Client Insights: Provide visibility on customer plans and insights to the Embrace Software Inc management team.
- Product Feedback: Communicate client needs and feedback to the product team to guide future enhancements.
- Customer Health: Manage team quotas and oversee customer health scores to identify and mitigate churn risks.
- Upsell and Cross-Sell: Drive upsell and cross-sell opportunities to maximize customer lifetime value.
- Best Practices: Develop and implement best practices, processes, and procedures for effective account management.
- Onboarding: Oversee the onboarding process for new clients, ensuring a smooth and successful implementation.
- Client Training: Provide expert advice and conduct training sessions to help clients optimize their use of our products.
- Client Satisfaction: Regularly assess client satisfaction, address issues proactively, and gather feedback to inform product development.
- Collaboration: Collaborate with the sales team to drive contract renewals and contribute to revenue growth.
- Experience: Minimum of 10 years of experience in customer success, account management, or a related role, with a proven track record of enhancing client satisfaction and driving adoption.
- Industry Knowledge: Strong understanding of the Manufacturing industry, with the ability to translate technical concepts into business value for clients.
- Communication Skills: Excellent verbal and written communication skills, with demonstrated ability to engage and influence senior stakeholders.
- Negotiation Skills: Skilled in negotiation and influence, with a history of managing high-value accounts and driving results.
- Analytical Skills: Exceptional analytical and problem-solving abilities, with a keen understanding of industry trends and market dynamics.
- Technical Skills: Proficient in CRM software (e.g., Salesforce, Zoho) and performance metrics, with excellent organizational and time management skills.
- Collaboration: Ability to work effectively both independently and collaboratively with cross-functional teams.
- Project Management: Experience in managing complex projects and initiatives with strong attention to detail.
- Education: Bachelor's degree in Business, Engineering, or a related field; advanced degrees or certifications in customer success or project management are a plus.
- Industry Experience: Experience in process engineering and working with SPC software is a plus.
