Director of Customer Success

Alertus Technologies•Baltimore, MD

2d•Onsite

About The Position

We are looking for an engaging, customer-centric leader to make a meaningful impact on Alertus and its customers. The Director of Customer Success works on the front lines of the company increasing customer satisfaction and product utilization through a variety of strategic initiatives. This is a highly-visible role critical to the overall growth and success of our organization. Our ideal candidate has a passion for customer engagement and will stop at nothing to understand and address the needs of our customer base. This is an office based role and requires reporting to our HQ in Baltimore daily.

Requirements

Proficiency in understanding customersâ€™ needs and manage client expectations
Ability to problem solve and facilitate resolution of client issues
Salesforce or other CRM platform experience.
Strong analytical acumen to detect patterns, interpret data, and identify areas of improvement
Skill in communicating difficult/sensitive information tactfully
Excellent interpersonal skills with the capability to effectively collaborate with internal and external stakeholders
Exceptional time management skills and the ability to meet deadlines
Ability to manage multiple projects simultaneously
Organized and reliable: able to work independently with little direction when necessary
Ability to operate in fast paced environment
Ability to manage multiple projects simultaneously
Willingness to travel 25% of the time
Bachelorâ€™s degree or equivalent experience
7+ years of management experience in Customer Success, Client Services, Customer Experience, and roles or similar customer-facing role

Responsibilities

Oversee the day-to-day operations and performance of the customer success team.
Organize, host, and manage all customer events and programs, including cultivating and expanding customer User Groups and customer pilot programs.
Direct the strategy for all customer communications, ensuring a consistent approach to engagement, education, and incident response.
Manage and nurture existing customers through strategic initiatives like customer education and training, engagement calls, and surveys to mitigate customer attrition.
Act as a customer advocate, ensuring all customer feedback is accurately documented and appropriately conveyed to internal Alertus stakeholders.
Develop strong relationships with internal and external stakeholders to drive product adoption, and spearhead cross-departmental initiatives to ensure promises to customers are delivered.
Monitor and identify product adoption and utilization trends, provide recommendations based on user experience, and initiate customer conversations centered around product upgrades and new releases.