Director, Customer Success

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🕒 il y a 8 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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ValGenesis

Site WebLinkedInTous les Emplois

501 - 1000 employés

☁️ SaaS

Life Sciences • SaaS

ValGenesis est un leader dans les solutions de validation numérique, offrant une plateforme dotée d'intelligence artificielle qui gère le cycle de vie de la validation pour les sciences de la vie. Leur gamme de produits comprend des outils pour la validation, la gestion du cycle de vie des processus et la vérification continue des processus, visant à améliorer l'efficacité, la conformité et l'intégrité des données dans des environnements réglementés. Fié de grandes entreprises des sciences de la vie, ValGenesis aide les organisations à passer des processus basés sur le papier à des plateformes numériques, accélérant le développement et garantissant la préparation aux audits à travers plusieurs sites dans le monde entier.

Description

• Develop and implement customer success and growth strategies aligned with overall business objectives, focusing on customer retention, expansion, and satisfaction. • Lead and mentor a customer success team, including hiring, training, and performance management. • Ensure customer success processes are scalable and efficient to accommodate growth and changing customer needs. • Develop, implement, execute and track existing customer growth strategies and plans in conjunction with Account Owners. • Establish key performance indicators (KPIs) to track customer satisfaction, loyalty, and other relevant metrics, using data-driven insights such as Renewals Bookings, GRR, NRR, and Pipeline to drive continuous improvement and growth. • Develop and implement proactive retention strategies to identify and mitigate customer churn risks. • Analyze customer data and key performance indicators (KPIs) to identify trends, track progress, and make data-driven decisions. • Collaborate with sales, marketing, product, and other teams to ensure a unified customer experience and drive company-wide alignment on customer success initiatives. • Assist in mapping the customer journey, identifying pain points and opportunities for improvement, driving customer engagement throughout the lifecycle and cultivating customer advocates. • Gather and translate customer feedback into actionable insights for product development and service enhancements.

🎯 Exigences

• Bachelor's degree in a relevant field (e.g., business, marketing, communications). • 5+ Years in customer experience management, preferably in a team leadership or management role. • Proven ability to lead and motivate teams, fostering a collaborative and customer-centric environment. • Experience selling SaaS solutions and Services as an individual contributor, in Inside Sales, or leading a team that has SaaS and Services quota objectives. • Experience and/or participation in formal Sales training including Objection Handling and Negotiation. • Strong understanding of customer journey mapping, analytics, and performance measurement. • Excellent communication, interpersonal, and presentation skills. • Strategic thinking, problem-solving, and decision-making skills. • Proficiency in CRM systems, Rev-Ops tools, and other relevant customer experience technologies.