EZFacility · 16 hours ago
Director of Customer Success
United States
Full-time
Remote
Director/Executive
4+ years exp
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Responsibilities
Set and execute a strategy to retain, nurture, and grow our client accounts.
Hire, lead, coach, and manage our customer success team to meet and exceed their financial, performance, and personal development goals.
Personally own expansion and renewals for higher-tiered customer accounts.
Develop and deliver account management reporting to leadership (attrition, budget, forecast, opportunity pipeline, results, performance, risk, and growth).
Establish activity metrics and goals, and measure individual and team performance to ensure achievement of goals.
Develop and implement account management best-practices for successful onboarding, retention, and growth of customers.
Establish strategies to optimize client onboarding and expand product adoption, including overseeing the production of training resources and curriculum.
Support sales in solution design, onboarding, and transition of new accounts into account management team.
Create a fun, exciting, high-service and results-oriented culture across the team.
Serve as the ultimate escalation point to both your book of business and the team’s issues/concerns.
Educate and coach customers on best practices for using EZFacility’s software.
Recognize and share trends in the market and be fully knowledgeable of competitive activities to regularly communicate information to the sales and management team.
Ensure 100% account retention – no cancellations.
Qualification
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Required
At least 4-6 years of account/client management experience, with 3+ years of experience managing a team.
Experience with consistently exceeding renewal and expansion quota.
Experience establishing, managing, and maintaining strong customer relationships and handling sensitive customer issues.
Proactive, can-do attitude, with great follow-through and resourcefulness along with extreme attention to detail.
Excellent organizational, analytical, and problem-solving skills.
Team player with solid communication and presentation skills.
Preferred
Experience in SaaS solutions is a nice-to-have.
Knowledge of Salesforce is an asset.
Company
EZFacility
EZFacility provides web-based scheduling, billing, member management, and reporting tools for any size gym, health club or sports facility.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2009-09-30Acquired· by Jonas Software
Company data provided by crunchbase
