SUMMARY
This position provides leadership to the Customer Success (CS) Team. The overarching mission of the role is retaining and growing existing account revenues through proactive, consultative, customer-centric account management. In doing this the Director of Customer Success will create greater customer loyalty, profitability, and be a key player in Inflow’s mission to provide ongoing long-term value to customers.
The role requires exceptional management, sales, relationship, organizational, entrepreneurial and communication skills.
MANAGEMENT DUTIES AND RESPONSIBILITIES
- Ensure alignment of team goals and customer relationships to overall company goals and strategy.
- Lead the successful achievement of CS sales goals and other KPIs
- Provide ongoing coaching and development to team members for professional growth
- Ensure a smooth flow of communication to team members other departments
- Build teamwork, morale and strengthen the team and Inflow’s culture
- Manage team schedule and account assignments
- Assign resources or participate as needed for projects, committees, or other activities
- Continued monitoring of department to identify and solve inefficiencies or other areas of improvement.
- Contribute to budgeting planning efforts and budgeting adherence for team.
- Conduct regular 1:1 sessions with team members for imparting knowledge, training and feedback.
- Conduct regular team meetings for imparting knowledge and training.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Team/People/Customer Support
- Provide customer and deal strategy assistance to team members
- Coach and manage team in customer relationship management and sales skills
- Support for all CSM team/tasks needs (customer calls/meetings, quotes, scopes, etc.)
- Team KPI creation and measurement
- Responsible for hiring, training and onboarding new CS team members
Tools/Data
- Identify areas for expansion and/or improvement within CS tasks/activities (templates, quotes, sow, reports, etc)
- Identify and/or create efficiencies by use of plays, processes, automation, etc. for CS
- Develop playbooks for CS team (at-risk, upsell, migration, etc.)
- Monitor and analyze plays, journeys, or data derived from CS activities
- Further define customer touch points
- Drive adoption of department tools and processes
- Informing training schedule topics based upon gaps or hot topics
- Provide oversight for sales-related data integrity and hygiene as pertaining to contacts, accounts and contracts
- Monitor and track KPI metrics for CS
Processes
- Process development and/or compliance/adherence
- Liaise with other teams to channel information to appropriate parties
- Coordinate cross-functional processes with other departments
- Renewals & Contract Administration – work with Renewals Team & take CSM ‘lead’ on providing updates to Operations
- Collateral and process document management for Sales team
GENERAL RESPONSIBILITIES AND EXPECTATIONS:
- Operating with a sense of urgency and always guided by integrity with customers, co-workers, partners, and all you encounter
- Provide continuous communication, feedback, and ideas with leadership to improve InflowCX, and our employees’ and customers’ livesParticipate in company meetings, sales meetings, trainings, and other company eventsTravel as needed to develop and maintain relationshipsConflicts and other challenges are to be promptly communicated to your supervisor, then HR if not resolved within a reasonable time frame (chain of command)Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines requiredMaintain an awareness of and always strive to practice and improve upon your personal integrity, honesty, positive outlook and attitude, sense of urgency, follow through, accountability, communication, sales, social and relationship skills, continuing training and education, company, industry, and product knowledge
- Inspire within your team and personally live our core values and company purpose at all times
- Create exceptional experiences with every interaction
- Exemplify integrity, accountability, and appreciation
- Improve lives of employees and customers
- Evolve and innovate
- Teamwork leads to greatness
- Provide continuous communication, feedback, and ideas with leadership to improve InflowCX, and our employees’ and customers’ livesParticipate in company meetings, sales meetings, trainings, and other company eventsTravel as needed to develop and maintain relationshipsConflicts and other challenges are to be promptly communicated to your supervisor, then HR if not resolved within a reasonable time frame (chain of command)Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines requiredMaintain an awareness of and always strive to practice and improve upon your personal integrity, honesty, positive outlook and attitude, sense of urgency, follow through, accountability, communication, sales, social and relationship skills, continuing training and education, company, industry, and product knowledge
SUPERVISORY RESPONSIBILITIES
This position provides supervision to the Customer Success Managers.
QUALIFICATIONS
Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience. Previous related management and sales experience is required.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
COMPUTER SKILLS
Has advanced basic computer job skills including logging on to systems, ability to communicate by email, ability to compose documents, enter database information, create presentations, download forms, and preserve/backup important data.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
This position does not require any certificates, licenses, or registrations.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.
WORK ENVIRONMENT
All employees work remotely from a home office. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
TRAVEL
This position requires travel up to 25% of the time.