Customer Success Director

Company: EdCast Inc.
Location: Dallas
Posted on: February 25, 2021

Job Description:

As a Customer Success Director, you will play a crucial role in building and nurturing customer relationships. You will be responsible for engaging with new and existing USA customers post-sales, ensuring the Learning Experience Platform (LXP) is launched successfully, driving user adoption, satisfaction and ultimately retention. Creative, energetic and self-driven, you understand the customers and their needs and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and communicating it to the users.

• Manage all customer engagement activities, with a focus on the enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution
• Drive engagement and adoption of the platform to promote retention and loyalty
• Ensure a plan is in place for each customer, to address change management, engagement and adoption
• Coach customers to be product experts, creating awareness about new and existing features/functionalities that can fulfill their specific business needs
• Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention
• Identify customer churn risk and work with an extended relevant team to create and execute on "get well" plans, proactively working towards eliminating that risk
• Be the voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth
• Partner with Engineering team on identification and tracking of enhancements requests and bugs
• Manage the renewal process and identify upsell and cross-sell opportunities Requirements Education and experience requirements:
  • Bachelor Degree in Business or related field
  • Minimum 3 years professional solution/enterprise software selling and/or customer success management experience in technology sales
  • Strong knowledge of the Enterprise Learning & Development space including learning technology
  • Have experience with HCM
  • Excellent communicator who listens and empathizes with the audience
  • Thinking and always presenting in terms of business values
  • Tech-Savvy; capable of getting comfortable with LXP features in a blink of an eye and not afraid of performing demos if required
  • Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations
  • Fluent in French is a plus Preferred skills:
    • Data Analytics
    • Time management
    • Project Management
    • Solutions Knowledge
    • Relationship building
    • Customer Centricity
    • Problem Solving
    • Organizational Navigation
    • Organizational Accuracy
    • Empathy If you like the energy, feel the chemistry and the role sounds like a good fit, we would love to hear from you. Send us your details and do not forget to attach your CV. If you want to go the extra-mile surprise us with a stand out motivation letter. Note that only applications in English will be accepted EdCast collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details. EdCast does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Keywords: EdCast Inc., Dallas , Customer Success Director, Executive , Dallas, Texas