Description

Company Background

P97 Networks is the leading provider of mobile commerce and digital marketing solutions which power new and emerging daily journeys. When you’re looking for fuel, food, parking, charging, or convenience retail—our innovative cloud based mobile commerce platform, PetroZone®, enables mobile payments, customer loyalty programs, and connectivity with the largest universe of gas stations and convenience stores in the US. We focus on creating connected commerce experiences, whether through your connected car, smart phone, or voice enabled devices like Alexa. We are experts at cloud-based payment and loyalty aggregation, identity and security, digital offers and settlement, omni-channel marketing, and data insights. 

Every day, we are re-imagining connected consumer experiences and trying to make life’s daily journeys a little bit better for everyone. Convenience, speed, and safety is our mission—and these are the expectations for the new generation of buyers, sellers and anyone looking to conduct commerce during their daily drive. P97 is recognized as a thought leader for enabling digital transformation in the convenience retail and fuels marketing industry, and we take hiring very seriously. We further believe the combination of an experienced team, our passion for technology, and our mutual desire to win—will make us successful together. We trust you will find our company and this opportunity equally compelling.

Job Description – Director, Customer Success

P97 is currently looking for an experienced Customer Success leader to bring industry best practices, frameworks, processes, and integrate into the organization. As a Senior Leader, you will be heavily dependent upon relationships however, you will need to also efficiently handle a combination of duties leaning on your existing customer support, system support, network support, and critical thinking skills. 

As the first person on the Customer Success team, it will be an active, hands-on, role but you’ll also have the benefit of selecting the right individuals to build your team. Long-term and broadly speaking, you’ll be responsible for managing and motivating a Customer Success team that lead customers through their transition from Project Management oversight into steady state operations. You’ll build strong relationships with key customer stakeholders, conduct operational reviews, serve as a critical escalation point and concierge for our customers to the remainder of the organization. 

This role and team is based at our Houston, Texas headquarters office and will work very closely with our Professional Services, Customer Solutions, and Technical Support teams to create exceptional customer experiences. Most importantly, this team is expected to be staunch customer advocates and represent VoC across development teams and Product Owners. In summary, this is a great opportunity for an experienced Customer Success leader to build their own team from the ground up and take the next big step in their career!

Key Responsibilities

· Recruit, hire, train, coach, and mentor a best-in-class Customer Success team

· Partner with Professional Services, Customer Solutions, and Technical Support teams to create customer journey maps

· Create, document, and continuously refine processes, practices, and success playbooks that lead to incredible customer experiences and outcomes

· Identify and communicate business challenges within and across your customer portfolios that represent opportunity for P97 and partner with sales teams to deliver solutions

· Build and maintain a ‘trusted advisor’ relationship with key customer stakeholders and executive teams and play an active role in planning strategy and executing initiatives

· Advocate customer positions, challenges, and help develop solutions by collaborating with design, development, support, and sales teams both domestically and internationally

· Collect, analyze, and interpret data sets to support key decision and development activities representing both the VoC and VoP

Requirements

Minimum Requirements

· Minimum 5 years of experience in a technology related Customer Success or Account Management role

· Minimum 5 years of experience directly managing a high-performance team; managed 2-5 direct reports

· Demonstrable experience building and employing success playbooks and strategies

· Excellent writing, communication, and presentation skills

· Prior experience with Atlassian software suite (JIRA, Confluence, Statuspage) desirable

· Familiarity with Azure, SQL, .NET, APIs, JSON, XML, or any scripting languages desirable

This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

P97’s employees are recognized as a thought leader by peers, customers, and others in the industry with a respected reputation both internally and externally. If you want to be the newest member of a vibrant group of technology leaders in an innovative and entrepreneurial environment, then apply online today to start building solutions that customers will love to use and join a company that truly rewards your hard work and values your talented contributions. For a complete list of our open positions, please visit our website at www.P97.com and career center at Careers At P97 | Paylocity - P97 Networks. 

P97 rewards your hard work with a competitive compensation plan, sponsored sports opportunities, a fun working environment, complementary catered lunches twice a week with a stocked kitchen the rest of the time, access to an on-site fitness facility, and amazing opportunities for career growth and personal development. 

P97 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation.