Customer Success Director

Customer Success Director

Level: Manager

Location: National, Remote, Anywhere, USA

Company

CodeScience, Inc. is a professional services firm that builds commercial-grade applications for our customers on the Salesforce AppExchange. Our customers include Salesforce and market-leading Independent Software Vendors and large Enterprise customers looking to create subscription software businesses on the Salesforce platform.

Position

The Customer Success Director is responsible for overseeing the customer experience. They serve as the trusted advisor to customers while providing oversight to project teams throughout an engagement. CSD success is measured by customer engagement and the growth of the Clients in their portfolio; responsibilities broadly include Engagement Management, Client Management, Business Development, and Client Success.

They also work closely with the Professional Services and Sales Leadership teams to ensure the timely and quality delivery of solutions.

Success Predictors

Candidates who find our type of work a good fit have the following characteristics:

• Your knowledge of the Force.com platform and other development technologies is above average

• You wake up every morning thrilled to solve technology and people's problems

• You love building strong long-term relationships with project teams and clients, and, it is easy for you to find the right balance for the success of our team, our clients, and the company

• You are well organized and able to manage and prioritize competing priorities

• You are a seasoned consultant who loves satisfying customers - been there, done that, heard that, fixed that

• You understand the complexities of human communication and can adapt your style to lead various personality types

• You deeply understand that leadership requires balancing demanding results with empathy and inspiration

• You are able to lead and coach teams through influence while functioning as an individual contributor

• Comfortable & experience in participating in sales and business development efforts Understanding of how to blend services and sales into a seamless offering to our customers

Duties & Responsibilities

• Engagement Management:

  • Act as a point of escalation for the project team

  • Mentor project teams working with your accounts to ensure quality and value

  • Attend critical project meetings

  • Responsible for overall customer satisfaction and project quality of the engagement

  • Consulted on staffing needs of the engagement based on the deliverables and services within the SOW or CO.

  • Align departments within CodeScience towards the customer success journey to better understand customer objectives and use cases
    
    

• Client Management:

  • Build strong relationships with the client in order to achieve trusted advisor status.

  • Be an expert in the business of the account and make the connection between the client’s needs and CodeScience’s ability to help

  • Relate to the needs of key stakeholders in the account and build consensus among them

  • Manage expectations and key interactions with clients

  • Facilitate communication and resolve conflict

  • Manage up to 5 Strategic Accounts

  • Responsible for account level risk mitigation and consulted on Account level Opps

• Retention and Renewal:

• Identify opportunities to develop both new channels for work as well as follow ons to existing engagements; working with delivery and other teams to roadmap that work

• Participate and lead aspects of proposals for follow on work

• Partnering closely with CodeScience Account Executives to align on strategies, renewal forecasting, account opportunities and risks in the account strategy plan

• Interact with business partners across the organization to identify opportunities and drive growth.

• Build dependency on CodeScience through Salesforce expertise and relationships

• Builds high customer value, satisfaction, and a propensity to continue the relationship with CodeScience and serve as a testimonial

• Measured Metrics

  • Customer Satisfaction (NPS)

  • Percentage of Account Growth

Experience & Skills

Required

• 7+ years technology consulting or similar experience

• 3+ years of experience working with Salesforce applications

• Proven experience with relationship skills in growing and developing a strong, trusted advisor relationship with clients

• Expertise that includes proposals, contract management, pricing, risk management and project staffing

• Sales or account management experience (does not need to have held a formal sales role)

• Comfortable working with and advising client technical and product executives

• Agile delivery experience

• Enterprise delivery management experience

• Experience working independently and with remote teams

• Excellent communication skills to be able to articulate concepts to both technical and non technical executive audiences

• Escalation mitigation skills

Preferred

• Bachelor’s Degree in Computer Science, Information Technology or related field or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired

• Formal Customer Success experience

• ISV product development experience