Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $227k - $261k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Operationalize the customer journey, including defining and overseeing lifecycle processes and touchpoints • Develop a strategy delivering a differentiated customer experience aligned with strategic priorities • Drive alignment for customer renewals and expansion by partnering with sales and renewals to achieve growth goals and effective adoption • Identify and document customer business objectives to facilitate solution adoption and expected ROI • Define and own key team metrics and support core company metrics • Operate as the voice of the customer and provide internal feedback to improve customer service • Establish and assure adherence to budgets, schedules, work plans and performance requirements • Collaborate with senior management and executives on department strategy • Provide managerial direction and oversee performance management for direct reports • Oversee HR-related managerial functions, including hiring, compensation management, employment relations and termination • Develop team members through coaching, functional expertise, communication skills and client interactions; identify future leaders • Provide strategic influence to internal peers and industry groups • Serve as escalation point for complex issues and help remove obstacles • Plan the strategic vision, organizational structure, operating policies, procedures and management practices for operational excellence • Evaluate team processes, identify improvement opportunities and advocate for change across departments

🎯 Requirements

• Bachelor's degree or equivalent experience • 8+ years of experience in sales role or customer-facing role • Minimum 6 years experience in prior management experience • Demonstrated fiscal responsibility/accountability in managing budgets • Superb problem solving, critical thinking and analytical skills • Superb collaboration skills applied successfully within a team as well as other areas • Superb attention to detail • Superb interpersonal skills; able to maintain solid rapport with team members and professionalism with those outside of department • Superb leadership, sound judgement and business acumen skills • Superb oral and written communication skills • Superb organizational, multi-tasking and time management skills • Superb facilitation and project management skills • Superb customer service orientation • Self-motivated with follow through and attention to detail • Superb ability to handle sensitive information with discretion and tact • Superb ability to establish rapport and gain the trust of others; effective at gaining consensus • Able to thrive in a fast paced, deadline driven environment • Ability to coach, mentor and provide feedback to team members in a timely manner • Superb ability to develop, use and deliver engaging, informative and compelling presentation methodologies • Ability to provide guidance and support to developing team members • Sharp, fast learner with technology curiosity and aptitude • Proficiency with Microsoft Outlook or equivalent email and calendar software • Superb business and technology acumen • Superb company software technology knowledge • Superb knowledge in selling or delivering IT Products/Services • Up to 15% travel time required