RealTime eClinical Solutions · 4 days ago
Director of Customer Success
United States
Full-time
Remote
Director/Executive
7+ years exp
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Responsibilities
Evaluate existing customer success operations and drive improvements to processes, metrics, and performance.
Deploy and oversee disciplined client management strategies across entire customer base that revolve around building enduring relationships with clients.
Partner with Sales Leadership to develop strategies and goals around upsells, expansion, and renewals, resulting in a positive impact to customer lifetime value.
Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded.
Lead and manage a Customer Success team. Inspire and mentor a team of Customer Success Managers, including the hiring and retention of top talent while continuing to grow an existing customer success organization.
Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service.
De-escalate and resolve complex client situations both internally and externally.
Collaborate with Sales, Product, Marketing, and other teams to support and develop customer-facing events, communications, and initiatives that enhance the customer experience.
Provide feedback to product, sales, and marketing teams for continuous improvement of the company’s products and service offerings, including external positioning.
Continuously define segmentation of the customer base, building out corresponding strategies and identify opportunities for ongoing improvement.
Drive customer lifetime value and Net Revenue Retention growth through higher product adoption, customer satisfaction and overall health scores.
Design scalable process to support and engage with a rapidly growing customer base.
Establish a system for tracking and forecasting operational metrics for the Customer Success team, measure effectiveness, and optimize across all stages of the customer success journey.
Responsible for continuous improvement of the customer success journey.
Develop executive-level relationships with our key customers.
Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and health.
Qualification
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Required
7+ years of experience in Customer Success, Account Management, or a related field.
5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company.
Experience managing teams of people, implementing major process improvements, and developing data-driven strategies.
Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance, and professionalism.
Strong written and verbal communication skills.
Strong project management skills; highly organized and solution-driven.
Experience managing multiple projects, work prioritization, planning, and execution.
Excellent critical thinking, organizational, and problem-solving skills.
Outstanding time management skills and the ability to prioritize work.
5-10% of your time may include travel for client visits, conferences, networking events, or other work-related events.
Preferred
Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
Experience implementing or optimizing Customer Success tools and processes.
Experience leading organizational change initiatives, especially related to Customer Success team scaling efforts.
Experience using a clinical trial management system and/or other software solutions supporting the Clinical Research industry.
Company
RealTime eClinical Solutions
RealTime eClinical Solutions is a leading enterprise-grade technology provider facilitating global clinical trials with a comprehensive eClinical platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
LLR Partners
2022-01-13Private Equity
Leadership Team
Stephen Johnson
Chief Executive Officer
John B.
Chief Technology Officer
Recent News
2024-02-17
2023-10-07
Company data provided by crunchbase
