Director of Client Success

Reporting to the VP, the Director of Customer Success is responsible for the Atmosera Customer Experience.

This person will oversee the development and implementation of lifecycle success plans for clients including touchpoints, Executive Business Reviews, listening points and more.

Working with Operations teams to create success plans for customers to drive alignment with renewals, expansions, and sales.

The Director of Customer Success will develop ways for the Customer Success team to deeply understand our customer’s objectives and become a trusted advisor.

This position will help to foster a company-wide culture of customer success, including advocating for changes in departments company-wide and collaborating to implement those changes.

What You’ll Do
Oversee the development, evolution, and successful use of our Client Success Framework (CSF), defining our best practices for retaining and growing client relationships.
Manage escalations from your direct reports and follow an escalation process for support from the rest of the company.
Identify opportunities for continuous improvement and work with stakeholders to implement them.
Determine how to define, drive, and demonstrate the value (ROI) Atmosera delivers.
Clarify ownership for each part of the client journey and lead cross-functionally to drive customer success.

Drive company-wide definition of our ideal customer and create a customer-wide customer feedback loop.
Support core metrics for our company and our CSM team.
Accurately forecast expansion and renewal bookings for Atmosera customers
Customer Service:
Act as the Voice of the Customer, design, report and act on areas for improvement, serve as the Atmosera quarterback for services delivered to customers.
Work with customers to understand how they use our services and provide valuable feedback to Sales.
Work with customers to understand how they use our services and provide valuable feedback to business and development teams.
Manage the portfolio of customer inquiries.
Provide prompt, efficient, detailed, customer-oriented service to customers.
Manage and drive competing requests across simultaneous client engagements.
Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to improve the customer experience continuously.
Account Development/Management:
Develop strong customer relationships such that you become a trusted partner to our customers.
Maintain current functional and technical knowledge of the entire Atmosera product and solution line.
Listen and engage with customers to identify new ways in which Atmosera can serve them.
Manage opportunities with customers to expand Atmosera account penetration and provide solution-based sales to customers.
Manage ongoing initiatives to identify new customer opportunities and grow the base of services within your strategic account focus.
Responsible for the successful transition of clients from new sales to the Customer Success Manager team.
Leadership/People Management
Lead and provide executive-level support with complex client-related issues and cultivate excellent business relationships with clients and team members.
Provide clear and constructive feedback to teams across the company based on customer experiences.
Lead through the Voice of the Customer to design and implement improvements to how we deliver and how we more positively engage with our customers.
Mentor coworkers to provide an enriching employment experience and to optimize team performance.
Lead and reinforce camaraderie, high performance, excellent service, and client empathy.
Demonstrate authentic alignment to your management principles and Atomosera’s organizational values.
Skills You’ll Need
Demonstrated ability to lead people and develop an excellent organization capable of taking on greater and greater responsibility, collectively and individually.
Demonstrated experience in successfully leading high-performance teams with the ability to proactively engage with Marketing, Product Management , and Operations teams and work strategically and collaboratively across the organization to establish clear priorities for new and existing client sales.
Excellent verbal and written communication skills, including the ability to effectively communicate to all levels of an organization.
Team motivator with solid work ethic and a positive can-do attitude.
Desire to be a part of the fast-paced, high-energy entrepreneurial experience.
Exceptional ability to motivate and influence key contacts and decision-makers.
Demonstrated ability to maintain and expand existing account relationships.
High level of organization with the ability to handle multiple daily tasks in a dynamic environment
Ability to effectively learn technical products, services, and solutions and readily apply new knowledge is required.
Proven ability to listen, extrapolate information, and leverage resources to effectively provide solutions to customers.
Qualifications
College Degree preferred but will consider applicants with equivalent work-related experience.
Minimum of 6 years of successful customer service or existing customer sales experience within a technical account environment.
Expertise in managed services, high availability solutions, consulting, and hardware or software solutions is highly preferred.
Proficiency in Salesforce.com and Windows-based applications.

Key Competencies
Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers.

Gets first-hand customer information and uses it for improvements in products and services.

Establishes and maintains effective relationships with customers and gains their trust and respect.
Interpersonal Savvy: Relates well to all kinds of people – up, down, sideways, inside and outside the organization.

Builds constructive and effective relationships.

Uses diplomacy and tact.

Can diffuse high tension situations comfortably.
Directing Others: communicates clearly and gives clear directions.

Sets stretch objectives and distributes the workload appropriately.

Maintains two-way dialogue with others on work and results.

Lays out work in an organized manner.

Brings out the best in people
Organizational Agility: Knows how to get things done through formal channels and the informal network.

Understand the culture of organizations.

Understands the origin and reasoning behind key policies, practices, and procedures
Peer Relationships: Can quickly find common ground and solve problems for the good of all.

Can represent their interests and be fair to other groups.

Can solve problems with peers with minimum noise.

Encourage collaboration and quickly gains the trust and support of peers.
Planning: Accurately scopes length and difficulty of tasks and projects.

Sets objectives and goals.

Measures performance against goals/evaluates results.

Develops schedules and assignments; anticipates and adjusts for problems and roadblocks
Building Effective Teams: Creates strong morale in their team.

Shares wins and successes.

Fosters open dialogue and creates a feeling of belonging in the group.

Defines success in terms of the whole team.

Lets people finish and be responsible for their work.
Business Acumen: knows the competition and is aware of how strategies and tactics work in the marketplace.

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