Director of Customer Success
Exterro

Portland, Oregon

This job has expired.


As Director of Customer Success at Exterro you will be integral in developing and building out the Customer Success function. You will be the face of the customer experience and responsible for leading the post-close customer lifecycle at Exterro. You will cultivate and manage relationships with all customers, with the ultimate goal of client retention, referencability and overall satisfaction with the Exterro Products. This is a hands-on manager role where you will have the opportunity to create a world class customer experience from onboarding through to renewal.

Responsibilities:

  • Betheleaderandexpertinthepost-closecustomerjourney.Developinternalprocessesto support a world class customer experience.
  • LeadateamofCustomerSuccessManagerswhomonitorthehealthofeachclient-from customer onboarding forward. Responsible for the hiring, managing, and developing a Customer Success team.
  • Engagedirectlywithmanyofourlargeststrategicaccounts.
  • FocusonincreasingNRRbyensuringtheCSMteamisshowingcustomersROI,increasing product adoption, and resolving issues quickly and effectively.
  • Collaboratewithsales,solutionsconsultants,supportandprofessionalservicestoprepare account plans and support our customers with the right resources.
  • LeadCustomerSuccessManagerstodriveclientproductadoptionthroughdevelopingin- depth knowledge of the Exterro product suite.
  • Standardize the approach to onboarding, engaging, retaining and expanding our customersbybuildingplaybooks,processetc.Defineandoverseelifecycleprocesses/touch points.
  • Develop methods to identify and address at-risk accounts and collaborate with other departmentstoprovideresolution.Developmethodstoidentifyopportunitiesforaccount expansion and pass to account management team.
  • Identifyareasofriskandopportunitieswithadoptionandengagement,providingfeedbackto leadership.
  • Generateandmanageastrongreferencenetworkbyproductandfocus.
  • DriveInFusionuserconference.RepresentExterroatindustryevents.
  • ManageinternalCRMtoolstoensureinformationiscurrentanduptodate.
  • Drivehighteamperformancemeasuredbykeymetrics.
  • Maintain strong internal relationships with teams across the globe.
Requirements:
  • MinimumofaBachelor’sDegree.
  • Minimumof5years’experiencemanagingCustomerSuccessorAccountManagement teams.
  • Minimumof5years’experienceinediscovery,privacyorforensicsfields,preferablyasa user or in a software company.
  • Mustbeself-motivatedandhaveprovencreativeproblem-solvingabilities,strong relationship skills and a flexible style.
  • ExperienceatasoftwarecompanywithbothonpremiseandSaaSofferings.
  • FamiliarwithLegalandITfunctionsaroundelectronicdata.
  • Metricsdriven.Provenhistoryofmeetingorexceedinggoals.
  • Superiorrelationshipdevelopmentandpresentationskills.
  • Excellentverbal,writtenandcommunicationskills.
  • Strongprojectmanagementskills.
  • Adaptivetonewinternalprocesses.
  • Experienceataglobalcompanywithadispersedworkforce,preferred.
  • Salesforce knowledge, preferred.

Exterro is an equal opportunity employer, participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon successful passing of a background check and drug screen. You will be required to sign a non-competition agreement for this role.


This job has expired.

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