Customer Success Director

August 27, 2008

CUSTOMER SUCCESS DIRECTOR

  • Position Type: Full-Time
  • Minimum Experience: 3-5+ years sales, customer support or coaching/training management at the manager/director level
  • Minimum Education Level: Bachelor degree or equivalent experience

Job Description

Responsible for managing a team of retention focused professionals with the primary purpose of teaching subscribing real estate agent clients how to effectively utilize our products/services and achieve a significantly greater level of success in their businesses.

Essential Functions

  • Implement and manage the new employee training curriculum
  • Provide on-going training, leadership and mentoring to ensure key objectives are met and exceeded
  • Work cross-organizationally with Product, Marketing and Sales teams to create, test and implement retention initiatives and communication systems
  • Manage the team compensation structure and forecast/manage staffing levels
  • Assist team members with escalated account management situations
  • Create and manage department reporting and key metrics, and report to leadership weekly, monthly and quarterly
  • Manage the up-sell, cross-sell, renewal processes and cancel/save systems and processes
  • Stay on top of all product offerings at a granular level

Required Experience & Skills

  • Proven management track record, with specific success in exceeding quotas
  • Experience managing a team of 30+ professionals
  • 3-5+ years sales, customer support or coaching/training management at the manager/director level
  • Specific consultative retention experience with the short sales cycle subscription client
  • Proven experience leading, motivating and training groups to exceed goals
  • Exceptional interpersonal skills both over the phone and in person
  • Excellent written/verbal communication skills
  • Experience with MS office, other software tools and navigation of the Internet
  • Ability to jump into a fast-paced, results oriented environment

Benefits

  • Competitive wage
  • Performance based incentives and bonuses
  • Health, vision and dental insurance
  • 401k
  • Affordable life insurance and short term disability
  • Paid vacations
  • Fun culture and atmosphere
  • Tremendous opportunity for growth and advancement

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