Customer Success Director

Bringoz • Hackensack, NJ

12d • Onsite

About The Position

We are seeking a skilled and experienced Customer Success Director to join our dynamic team at BringOz - The world’s most comprehensive delivery management system. As a senior Customer Success Director, you will play a crucial role in ensuring the successful transition from Proof of Concept (POC) to full-scale rollout for our delivery and logistics solutions. Your customer-facing responsibilities will include conducting discovery, mapping processes, coordinating onboarding activities, and aligning project work with key performance indicators (KPIs) to assure a successful experience to external stakeholders. This role requires a strategic thinker with strong project management skills and the ability to collaborate effectively with cross-functional teams.

Requirements

• Bachelor's degree in Business, Project Management, or a related field.
• Proven experience in program or project management, preferably in the B2B SaaS industry.
• Experience in the logistics/last mile field in a strong advantage
• Strong understanding of project management methodologies.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Demonstrated ability to manage multiple projects simultaneously and meet deadlines.

Nice To Haves

• Master's degree is a plus.

Responsibilities

• Discovery and Process Mapping: Conduct thorough discovery sessions to understand client needs, pain points, and objectives. Map existing processes and workflows to identify areas of improvement and optimization. Collaborate with clients and internal stakeholders to gather requirements and align expectations.
• POC Coordination: Lead the POC process, ensuring successful implementation and addressing any challenges that may arise. Collaborate with technical teams to customize solutions based on client requirements. Monitor and evaluate POC performance against agreed-upon metrics.
• Onboarding Coordination: Develop and execute a comprehensive onboarding plan for clients transitioning from POC to full rollout. Coordinate with various teams, including sales, support, and technical teams, to ensure a smooth onboarding process. Provide guidance and support to clients during the onboarding phase.
• KPI Alignment: Collaborate with clients to understand their success criteria and incorporate them into project milestones. Define and track key performance indicators (KPIs) for each project, ensuring alignment with client objectives and company goals. Analyze and report on KPIs regularly, making data-driven recommendations for improvements.
• Contract Conversion: Work closely with the sales team to facilitate the conversion of POC engagements into full rollout contracts. Provide insights and recommendations to improve contract terms based on client feedback and project performance.
• Stakeholder Communication: Maintain open and clear communication channels with internal and external stakeholders. Conduct regular status meetings and project updates to ensure alignment and address any concerns promptly. Travel to customer locations in the US for onboarding, meetings with stakeholders or launch of a new site.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior