Director, WW Customer Success
The Director, WW Customer Success will oversee the global customer success team, dedicated to ensuring customer satisfaction for our customers and partners. The leader’s main focus will be to build a world class customer success team proficient in account management, implementation, reducing churn and driving customer growth. The Customer Success team is located in various locations around the world including Marina del Rey (HQ), Serbia and China. The team is responsible for onboarding and assisting customers integrating TeleSign services while driving the realization of revenue for the company. The team is also responsible for on-going account management, defining customer best practices, ensuring customer satisfaction, and identifying potential up-sell opportunities and use cases.
The Director, WW Customer Success will be responsible for developing and executing on internal and external processes for supporting customers and partners, working closely with the HQ & Serbian CS Managers on improving and streamlining the overall department success on a worldwide basis. Occasional representation direct with key strategic customers and partners will also be part of this role, representing senior leadership and visibility direct to the customer. Responsible for the day to day operations of the Customer Success organization. The Director will work across all internal TeleSign groups including Sales, Pre-Sales, Technical Support, PM, Development, Fraud Services and Operations. The role will focus on internal and external tools needed for customer success management, making recommendations and defining requirements as needed. Monitoring customer CSAT through various tools and driving business requirements to improve CSAT will be a constant focus and responsibility.
Oversee and represent a best-in-class Customer Success organization:
Work closely with the Customer Success Managers in Marina del Rey (HQ) and Serbia, responsible for proactive customer and partner communication as required.
Oversee the launch of new customers and partners as rapidly, reporting out on status and revenue pipeline and forecast. Ensure new launches go as smoothly as possible in order to realize the potential revenue opportunity of the company.
Develop requirements for additional tools and processes to run a global Customer Success team
A point of escalation for Enterprise customers and partners as needed.
10-12 years of Customer Success experience managing a Customer Success Management team, supporting and managing strategic Customer and Partner relationships, preferably in a mission-critical software or software as a service (SAAS) environment.
Experience managing a Customer Success team including hiring and training team members, overseeing and ensuring cross-departmental processes, quarterly reviews, weekly one on ones, etc.
Experience with cross-group collaboration at a senior level across Technical Support, Development, Operations, PM and other internal organizations.
Strong analytical skills, with ability to identify service-wide potential issues, troubleshooting in a fast-paced and multi-faceted environment, and experience developing customer-facing messaging.
Strong ability to prioritize and multi-task in a fast-paced environment.
Excellent verbal, written, presentation, and project management skills
Experience using Microsoft Office, ticketing & CRM systems, and audio and web conferencing (Skype, Webex, GoToMeeting, LiveMeeting/Lync etc). Experience with Salesforce, JIRA and Kayako a plus.
Occasional availability during non-business hours for critical customer emergencies and escalation will be required.
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