Associate Director-Customer Success

Job Description

Position Overview - Associate Director of Customer Success As the Associate Director-Customer Success, you will be a vital driver of customer satisfaction, retention, and growth in the US and Canadian markets. Leading a team of customer success managers, you will oversee and optimize the customer journey, ensuring exceptional service delivery, cultivating strong relationships, and collaborating cross-functionally to ensure customer needs are met. Youll contribute to the companys growth, foster innovation, and shape business success. Your strong drive, sense of urgency and expertise will shape our current position, performance quality, customer referenceability and guarantee improved customer satisfaction. The role demands the self-drive to champion our software solutions as well as customer advocacy in the competitive SAAS market. You will be actively engaged in meaningful projects, collaborate closely with cross functional leadership teams and gain substantial respect while working directly with high-performing team members, promoting talented team members, offering real-world software strategic and tactical business improvement metrics. What is in store for you? Strategic and Tactical execution of business problems: At ZenTrades, we are constantly working towards improving the Customer OnBoarding journey and Account Management activity. Your experience in driving the Customer Success department through strategic insights, and data-driven decisions will directly influence the evolution of our customer experience and Annual Recurring Revenue. Your contributions will drive the success of customers who signed up for the platform, to shaping the business and derive a tangible difference for their businesses. Innovative Environment: Being part of ZenTrades means immersing yourself in an innovative and customer facing atmosphere where creativity and curiosity are encouraged. Collaborate with forward-thinking colleagues and leverage emerging technologies to redefine industry standards Strategic Partnerships: Your role involves close interaction with customers and stakeholders. Building and nurturing these relationships. The constant drive and attempt for turning Customer relationships into business partnerships will not only enhance our presence at the customer s end but also provide you with valuable networking opportunities, enriching your professional journey Data-Driven Insights: Dive into data analytics to uncover trends, build customer success metrics, customer referenceability and preferences, analyze demands and drive the customer onboarding journey to be able to build the customer lifetime value. Transform raw business data into actionable insights that will guide product development, refine business strategies, and steer us toward customer-centric solutions Professional Development: ZenTrades is committed to nurturing your growth. Whether its through internal training programs, customer centric activities, leadership values, ownership, working closely with the Founder and leadership team, we aim to cultivate your potential and guide you toward becoming a leader in the industry Customer Engagement: Foster customer loyalty and engagement, while working closely with customer team to deliver the tailored solutions. Day-to-day responsibilities will include: The Associate Director of Customer Success role entails dynamic involvement in strategy, partnership building, customer-centric enhancements, and effective communication within the team of accomplished domain experts from ZenTrades founding team. 1. Team Leadership: Lead, mentor, and manage a team of customer success managers and associates, promoting a culture of excellence and collaboration. Set clear expectations, goals, and KPIs, providing regular feedback to enhance performance. 2. Customer Relationship Management: Develop and nurture relationships with key customers, acting as a trusted advisor and ensuring their success. Collaborate to identify upselling and cross-selling opportunities based on customer needs. 3. Strategic Planning and Execution: Create and implement a customer success strategy aligned with company goals, focused on satisfaction, retention, and expansion. Define success criteria and design tailored success plans for key customers to drive value realization. 4. Customer Analysis and Advocacy: Conduct in-depth customer research to identify trends, demands, and growth opportunities, and represent the customers voice across teams. Analyze customer feedback, onboarding, account management, and market data to enhance customer success and prioritize customer-driven product improvements. 5. Performance Analysis and Reporting: Analyze customer success data to identify opportunities for improvement and innovation. Prepare regular reports for executive leadership showcasing customer success performance. 6. Solution Customization: Work closely with product and business teams to translate customer needs into actionable features and enhancements. Provide recommendations and feedback to customer success teams based on customer feedback and industry best practices. 7. Drive Product Adoption - Product Analytics: Utilize tools like Mixpanel and Metabase for product analysis, generating actionable insights. Utilize data-driven insights to assess the effectiveness of product features, marketing campaigns, and sales initiatives. Generate reports and presentations to communicate findings and recommendations to internal stakeholders. 8. Problem Resolution: Handle escalated customer issues strategically, working with internal teams for effective resolution. Develop strategies to address recurring issues proactively. 9. Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience. Align customer success strategies with company-wide goals. 10. Continuous Improvement: Stay updated with industry trends and best practices, incorporating new knowledge to enhance strategies. You will fit right if you have: Work experience: 8-12 years of experience in Onboarding, Account Management, or Customer Success in a B2B SaaS context Passion to solve business problems, build high performing Customer success team Deep Self-introspection ability which can drive self as well as team level growth Experience working in US Shifts and hustle oriented environment Self-motivated to work independently and maintain well-being for a highly efficient and effective work environment while handling high expectation role, Problem Solving : Aptitude for addressing challenges, Root cause analysis of problem statements, and building scalable solutions Exceptional communication skills, both written and verbal to effectively convey ideas and collaborate with stakeholders Strong Presentation and customer retention skills Strong attention to details Relationship building , enthusiast to build customer relationships into business partnership. Open to continuous learning and exhibit a daily hustle, innovative thinking to generate unique ideas contributing to company growth. Driven to initiate collaboration and collaborative activities with and within the teams Technical proficiency in CRM product platforms Highly adaptive sales acumen and strategic thinking to assist customers in shaping their software adoption strategy and change management Experience in leading improvement projects, implementing Customer Success productivity tools Ability to pick up scopes of pricing, renewal achievements, familiarity with technology/IT sales processes Ambitious to take an extra effort to go above and beyond the traditional growth paths Strong ability to drive and encourage talent and performance Nice-to-have attributes include Previous project management experience Prior involvement with technology startups