Director – Customer Strategy

Vaga não está no LinkedIn

🕒 Outubro 30

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $124.000 - $223.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Arcadia

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2014

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Arcadia é uma plataforma líder que capacita empresas a aproveitar soluções de energia limpa por meio de advanced utility data analytics e gestão. Fundada em 2014, a Arcadia oferece uma plataforma integrada de dados de energia que ajuda empresas a otimizar seu consumo de energia, contratar energia limpa e alcançar suas metas de sustentabilidade. A empresa oferece diversos serviços, incluindo gestão de faturas de energia, consultoria em procurement de energia e relatórios de sustentabilidade, garantindo que as organizações possam lidar com eficiência com a complexidade do setor energético.

Descrição

• Build out key customer lifecycle operating model elements, including cadence, templates, roles, and rhythms in Customer Success • Own the CS/Support KPI framework end to end, including definitions, centralized dashboards, tracking, maintenance, and oversight • Design dashboards covering retention, health score/risk signal, VOC/NPS, ticket volume, SLA performance, and adoption • Establish a single source of truth for KPI definitions, calculations, and data sources • Feed weekly execution check-ins, monthly portfolio reviews, and executive reporting • Build the VOC and value-model operational infrastructure, including survey instruments and loop-close processes across the five-level VOC architecture • Operationalize health-scoring dashboards and thresholds for coverage and staffing decisions • Drive performance-improvement initiatives and service-quality monitoring for CSMs and Customer Support Representatives • Drive transformation of customer ticketing, Customer-360, AI-related tooling, and associated processes • Develop CSM technical training, development protocols, and enablement tools • Support adoption of new processes, tools, and solutions through training, communication, and reinforcement • Support establishment and evolution of the Customer Support function • Establish CS-owned customer lifecycle operating-model cadences, templates, coverage protocols, and internal operating rhythms • Execute the CSM technical hiring and upskilling plan and improve retention and customer satisfaction/NPS

🎯 Requisitos

• 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services • Experience in energy, financial services, enterprise SaaS or another complex, technical B2B services business • Deep knowledge of AI-enabled CS tooling — health scoring, support deflection, expansion-signal detection — and designing coverage models around it • Demonstrated ability to drive immediate, measurable impact • Experience designing and implementing a customer lifecycle or journey operating model — segmentation or archetypes, health scoring, RACI, relationship-owner design • Experience in a post-acquisition or post-merger integration, blending legacy delivery talent with platform- and product-oriented talent • Must be able to work in the continental United States • Arcadia is unable to offer visa sponsorship for this position at this time

🏖️ Benefícios

• "Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection • Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year • 11 annual holidays • 10 days sick leave • Up to 2 weeks bereavement leave • 2 volunteer days off • 2 professional development days off • Parental Leave Benefits for ALL parents • 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents • Competitive benefits and bonus component

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