Euna Solutions · 4 days ago
Senior Director, Customer Success
Atlanta, GA
Full-time
Hybrid
Director/Executive
7+ years expEuna Solutions is a leading provider of cloud-based software for public sector organizations. The Senior Director, Customer Success is responsible for developing and implementing strategies to enhance customer experience, leading a team to ensure satisfaction, retention, and growth while collaborating with cross-functional teams.
Computer Software
Responsibilities
Develop and implement strategies to enhance the overall customer experience, ensuring customer satisfaction, retention, and growth
Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals
Collaborate with cross-functional teams, including product development, sales, marketing, and support, to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values
Own and evolve all Customer Success related processes and tools
Drive efficiencies through tech-touch, including the use of Artificial Intelligence
Reconcile revenue and churn records from Customer Success with finance monthly
Monitor and report on key performance metrics related to customer experience, identifying areas for improvement, and taking corrective action where necessary
Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes. Approve team expenses
Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation
Foster a culture of customer-centricity across the organization, promoting a customer-first mindset and ensuring that all employees understand the importance of delivering an exceptional customer experience
Work closely with the CCO and Support to develop and implement customer success and support strategies that align with the organization's goals and values
Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications
Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk
Qualification
Required
Bachelor's degree in business, communications, computer science, or related field
7+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role
Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention
Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors
Experience with digital Customer Success (tech touch) and the use of automation/Artificial Intelligence to optimize the customer experience and the business
Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels of the organization
Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention
Preferred
Experience working in a software or technology company is preferred
5+ years of experience working with public sector customers in a B2B SaaS environment
Proven track record of leading successful customer success/support strategies and teams
Experience in a startup or fast-paced environment
Negotiation skills
Benefits
Competitive wages
Wellness days
Community Engagement Committee
Flexible work day
Benefits
Culture committee
Company
Euna Solutions
Euna Solutions® is a leading provider of purpose-built, cloud-based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Amburgey
Chief Executive Officer
Martin Lind
Vice President, Business Development and Strategic Partnerships
Recent News
2024-03-29
Company data provided by crunchbase