About the job Director of Customer Success
Director of Customer Success
Our client provides a best-in-industry Software as a Service (SaaS) solution to our dealership partners. To support our growing customer base, we continue to build out a highly functioning team of Performance Managers. Performance Managers are responsible for interfacing with our dealers to build relationships, drive product adoption, and minimize subscriber turnover.
The Director of Customer Success will play a pivotal role in building and leading our client success organization. We are seeking an experienced Director to help design, innovate, and continually improve the client success model for our client and their partners. This is a high-visibility, high-impact role that offers a great platform to make a significant impact on our clients and their future success. The role will take responsibility for defining the ideal state and executing a roadmap for processes, products, tools, and metrics that lead to improved client retention and future product innovation. You will steer the team and work closely with other business stakeholders, specifically the sales & product teams, to ensure the product meets the needs of our customers. You'll work in a collaborative environment that values your insights, encourages you to take on new responsibilities, promotes continuous learning, and rewards innovation.
An ideal candidate is someone with extensive sales or client success experience who brings a passion for developing a world-class, goal-driven, success-oriented organization.
General Responsibilities
Strategic leadership: Develop strategies that will drive growth, profitability, and competitive success for our client.
People leadership: Manage and develop your organization and team leaders. Coaching and mentoring are associated with creating a flourishing environment that develops and retains people
Product: Harness market intel and identify trends that will help influence product and pricing strategies
Client facing: Engage partners directly to learn their pain points, identify the problems they are trying to solve, and offer solutions leveraging breakthrough technology and capabilities
Go-to-market strategy and execution: Plan, execute, and manage the go-to-market strategy. Oversee multiple projects and programs concurrently
Partnership: Work closely with colleagues across our client, including Product, Sales, Operations, Finance, and others, to drive improvement in quality, volume, service, and profitability
Strategic, analytic orientation: A proven track record of decision making and problem solving based on analytics. A strong quantitative orientation must complement conceptual thinking skills
Ownership mentality: Have the mindset of an owner with strong business judgment and impeccable integrity, and lead collaboratively with business partners across the enterprise. Foster innovation, drive critical decisions, hold others (and yourself) accountable, and be able to consistently deliver results
Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal, and negotiation skills
Clear results orientation: Display an intense focus on achieving both short and long-term goals. Drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast-paced, entrepreneurial, and dynamic environment.
Requirements
High School Diploma or GED
At least 5 years of experience in Client Success, Sales Management, or Operations
2+ years of People Leadership experience
Working knowledge and experience in retail automotive, and broad capabilities through software utilization
Proficient in Microsoft suite of technologies, screen share technologies, and other relevant software systems
Ability to effectively work with all levels at an automotive dealership or dealer group
Ability to communicate in a way that retains audience engagement
Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, the ability to ask open-ended questions to provoke thoughtful disruption
Client focus and strong customer service skills/approach
Ability to travel potentially up to 25%, although the exact amount may vary depending on client demands, travel consists of in market and overnight or occasional weekends
Must have a valid driver's License
Must be authorized to work in the U.S.
Preferred Qualifications
Bachelors degree or military experience preferred
2+ years of experience in the automotive industry