Director of Customer Success

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.Position Summary: Reporting to the Vice President of Customer Experience, Director of Customer Success is a hands-on role that manages an established Customer Success team. The role is critical in executing our initiatives, improving the customer experience, producing great customer support, and driving sales and profitability. This role includes leading a team of Customer Success Managers and Associates, providing support for customer escalations, guiding strategy around cross-sells and growth, and defining department playbooks for key activities. You will play an integral role in shaping the customer experience we provide and helping our customers get the most value out of our products.Responsibilities include:Key Responsibilities/Essential FunctionsDefine and optimize our customer's journeyRecruit, mentor, groom and inspire a world-class team in multiple locationsDefine the vision of a Red-Carpet experienceContinuously measure customers health and ways to improveDefine and oversee lifecycle processes/touch points, including exec sponsor program, EBR and QBR process, voice of customer program, NPS, and othersPersonally manage escalations from your direct reports, and follow a methodical escalation process to managementIdentify opportunities for continuous improvementIncrease customer revenue retention and uncover revenue expansion opportunitiesFind ways for CSMs to deeply understand our customers' objectives and become a trusted right-hand advisorDrive company-wide definition of ideal customerCreate company-wide customer feedback loopHelp foster company-wide culture of Customer SuccessRequirements:Bachelor's degree in Business, Communications, or Marketing from an accredited four-year college or university, or equivalent experience. MBA a plusMinimum of 2+ years of experience in leading a team in account management, sales, customer success, or consulting in a client facing technology environment. 7+ years in customer success, consulting, or account managementProven experience leading, building, and cultivating teams and leveraging customer success best practicesProven ability to develop strategies, translate them into initiatives and track successful deliveryStrong understanding of customer empathy and passion for driving success, revenue, and growthEnthusiastic servant-leader with strong leadership skills, including coaching, team building, and conflict resolutionDemonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planningAble to be flexible and agile in responding to evolving business priorities and dealing with ambiguityAble to collaborate across the organization and with external stakeholdersExperience successfully working with senior (C-level) executivesExcellent communicator who can adapt their approach based on the audienceAnalytical, self-motivated, detail-orientedExperience with Microsoft Office, reporting and analysis, and basic budgetingWilling and able to address escalated client issues with speed and urgencyYou share our values, and work in accordance with those valuesBe onsite and in office to collaborate with team members and other departments KNOWLEDGES, SKILLS, AND ABILITIES:Understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of the companyExperience with a rapid and dynamic work environmentThe ability to train and lead to accomplish goalsEnsure compliance with company policies and procedures. Supports the company mission, values, and standards of ethics and integrityFinancially responsible and organized, with an ability to construct arguments taking economic repercussions into accountA strong solutions-focus in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutionsThe ability to manage multiple tasks simultaneously, then prioritize and execute these tasksOutlook for action, strong work ethic, and desire to achieve excellenceThe ability to grasp product and operation knowledge