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Company

Henry Schein One · 2 days ago

Director, Customer Success

American Fork, UT

Full-time

Remote

Director/Executive

$150K/yr - $190K/yr

12+ years exp

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Responsibilities

Responsible for all proactive and reactive Customer Success activities for 1-7 practice location customers for all products – driving customer engagement, retention, and satisfaction

Define what success looks like for the various product lines by customer segment; set goals and measure results

Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means

Use Gainsight to build customer dashboarding, executive visibility, and CTA workflows

Create and implement processes that help customers achieve evolving desired outcomes

Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn

Resolve a wide range of complex issues and/or projects using creative, effective, and sometimes unique ways

Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them and provide a clear path to escalation

Coordinate cross-functional processes that help meet retention targets

Develop scalable processes to relay customer feedback to the product team by priority

Align with the support team on CX expectations and escalation paths

Provide guidance to the success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention

Promote a proactive approach amongst the team and ensure they are promoting customer success best practices with customers

Manage multiple complex projects and metrics including Net Churn, Monthly Recurring Revenue Growth, Net Promoter Score, Customer Health Score

Define, staff, and operationalize 'retention team' providing a reactive motion

Implement ideal use and build out of Gainsight CTAs and proactive workflows

Lead, mentor, and grow the customer success team to ensure high performance and engagement

Collaborate and align processes with Strategic Account Management/Strategic Customer Success Management team members

Help execute a strong digital, low touch strategy and resource tooling and process to do so

Responsible for Voice of Customer inputs for 1-7 location segments

Serve as a resource to others to resolve the most complex problems and situations

Play a role in high-level projects that have an impact on the company’s future direction

Foster strong relationships with key customers to understand their needs and objectives

Drive initiatives to enhance customer onboarding, training, and support along the customer journey

Influence functional strategy to address unique and complex problems and trends that have a broad impact on the business; recommend process, product or service improvements

Exercise complete independent judgment in selecting methods and techniques for obtaining solutions; assignments are self-initiated

Proactively identify, define and solve complex problems that impact the management and direction of the business

May serve as a consultant to top management in long-range Company planning

Network with key senior internal and external personnel inside and outside own area of expertise; create formal networks involving coordination among groups

Attract, retain, motivate, develop, mentor and coach team members for high performance

Communicate effectively with senior management and key stakeholders

Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics

Monitor customer health metrics and proactively address issues to reduce churn

Identify upsell and cross-sell opportunities to increase customer lifetime value

Work closely with sales, product, onboarding, and marketing teams to ensure a seamless customer experience

Formalize and provide feedback to product development based on customer insights and usage patterns

Lead and develop virtual teams

Establish KPIs and track performance against goals to measure the effectiveness of customer success initiatives

Report on customer success metrics and present insights to the executive team

Qualification

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Customer SuccessGainsightStrategic PlanningFinancial AnalysisProject ManagementTeam DevelopmentCustomer RetentionSaaS Experience

Required

Typically, 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5+ or more years of customer success and leadership experience

Typically, a bachelor’s degree or global equivalent in related discipline

Very seasoned, experienced, and expert level senior professional

In-depth knowledge and full understanding of multiple disciplines and strong knowledge of other related disciplines

Assignments are often self-initiated, diverse, demand advanced knowledge, and are broad or abstract in nature. Requires outstanding judgment and advanced analytical ability, evaluation, originality and ingenuity to solve

Complete understanding and wide application of principles, theories and concepts of multiple fields

Outstanding management and leadership skills

Outstanding verbal and written communication skills and ability to resolve disputes effectively

Outstanding presentation and public speaking skills

Expert independent decision making, analysis and problem-solving skills

Good understand the interpretation of financial information and external trends that contributes to business profitability

Expert planning and organizational skills and techniques

Effective communication and influencing skills

Excellent negotiating skills and ability to effectively manage internal and external relationships

Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures

Expert in multiple technical and business skills

Strategic planning skills