Loftware · 4 hours ago
Director of Customer Success
Portsmouth, NH
Full-time
Onsite
Director/Executive
7+ years expLoftware is a global leader in supply chain solutions, and they are seeking a Director of Customer Success to enhance customer satisfaction and retention. The role involves managing customer relationships, collaborating with cross-functional teams, and driving continuous improvement within the organization.
Information ServicesInformation TechnologySoftware
No H1B
Hiring Manager
Tjasa Kuharic Srsa
Responsibilities
Develop and actively manage customer relationships as a strategic asset providing value towards 100% gross retention and 115+% net retention
Creation of new opportunities related to the value of license/subscription upgrades, new software modules, add-on sales and add-on service sales
Through onboarding and training, ensure that all customers are fully engaged and getting the value that they expect
Executive Presence: Communicates confidently with C-level stakeholders
Cross-Functional Collaboration: Builds strong partnerships with Sales, Services, Product, and Support
Understand the direct revenue impact of retention and expansion
Present quarterly business performance to senior leadership that aligns with corporate goals
Build out, implement, and document all customer success processes, tools, and roles globally
Strategic Leadership: Ability to set vision and direction for Loftware’s global Customer Success organization
Coaching & Development: Ability to mentor direct reports and build strong leadership capabilities that align with company CS strategy and goals within their teams
Document key Customer Success measurements (NPS, Health score, adoption rate, retention rate, reference ability)
Lead remediation efforts for customers needing internal Loftware resources across the organisation
Report internally on customer requirements in an organised fashion to assist product marketing and product management in defining future product requirements
Qualification
Required
Bachelor's degree or equivalent
7-10 years in a software technology (preferably SaaS) environment
Experience leading a Customer Success or account management capacity
Knowledge of the business value of the supply chain (labeling, artwork management and clinical trials systems a plus)
Knowledge of Supply Chain practices and the use of ERP, CRM, WMS or MES systems
Experience with a validated environment a plus
Customer-focused
Tenacious, intelligent and entrepreneurial in nature
Driven to create sustainable corporate profitability and growth by making customers as profitable and productive as possible
Able to build trust and rapport quickly and develop influential relationships at all levels of an organisation
Strong business process and financial acumen in the areas of labelling, clinical trials and artwork management
Competitive drive and determination
Customer advocate – voice the concerns and wants of the customer to the company
Strong interpersonal skills
Strong problem-solving skills
Self-starter with a strong work ethic
Strong collaboration skills across cross-functional teams in other departments
Excellent written and verbal communication skills in English
Preferred
Any additional languages
Benefits
A dynamic role with ownership of key digital channels.
Opportunities to work on international campaigns and modern marketing technologies.
A collaborative team environment that values innovation and continuous improvement.
Competitive compensation and professional growth opportunities.
Comprehensive training to all employees and place an emphasis on employee development.
Company
Loftware
Loftware is the global market leader in Enterprise Labeling Solutions with more than 5,000 customers in over 100 countries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-03-28Acquired
2014-07-21Private Equity
2005-03-30Series Unknown
Leadership Team
Jim Bureau
Chief Executive Officer
Allen Patrick
Senior Vice President Of Sales
Recent News
Company data provided by crunchbase