What are the responsibilities and job description for the Executive Director of Customer Success, Logis Dispatch & Billing position at ESO?
How You'll Support Our Mission
The Executive Director of Customer Success will oversee a team of professionals within our Logis vertical. This role involves driving a superior customer experience by shaping and implementing strategies that span Customer Experience, Product, Sales, and the broader industry. The goal is to ensure ESO is strategically positioned to achieve business objectives and meet customer needs.
What You'll Be Doing - The Day to Day
The Executive Director of Customer Success will lead and over the Logis vertical within Customer Success, ensuring that our clients receive unparalleled support and value from our products and services. This role is critical in driving customer satisfaction, retention, and growth, and will work closely with cross-functional teams to deliver a seamless customer experience. Internal strategic planning will be built on a deep knowledge of the industry in your respective vertical and require an immense amount of engagement in the field to ensure ESO is influencing the industry and is aware of vital happenings that may affect ESO and its customers.
- Develop Customer Success strategy aligned with the company's goals and objectives.
- Lead, mentor, and inspire a high-performing Customer Success team within their vertical with assistance from the Director of Customer Success.
- Build and maintain strong relationships with key clients, understanding their needs and ensuring they achieve maximum value from our solutions.
- Drive customer retention and expansion by identifying opportunities for upselling and cross-selling within strategy.
- Working with Director of Customer Success and cross-functionally to implement strategies to reduce churn and increase customer loyalty.
- Will serve as a key industry expert to assist in business development opportunities in their vertical to ensure proper vetting and influence as needed.
- Work closely with Sales, Product, and Support teams to ensure a cohesive approach to customer satisfaction. Advocate for customer needs and feedback within the organization.
- Establish and monitor key performance indicators (KPIs) to measure the success of the Customer Success initiatives. Provide regular reports and insights to senior management.
- Assist with Customer Success budget, ensuring optimal allocation of resources to achieve departmental goals.
Who You Are - The Essentials
The things you must have to be considered for this role:
- 10 years of demonstrated senior leadership in designated vertical influencing vertical strategy, related customer experience or other combination of experience.
- Bachelor's degree or equivalent education and/or work experience.
- Proven track record of driving customer satisfaction, retention, and growth in a technology-driven environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
- Strategic thinker with strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
- Strategic thinker with strong analytical and problem-solving abilities.
- Excellent communication, interpersonal and presentation skills.
- Ability to travel as needed to attend industry events, meet with customers, or to assist with business development opportunities.
- Demonstrated ability to influence and engage with industry leaders and strategic customers.
Who You Are - The Desirables
- Tenure within represented vertical
- Proficient in Salesforce and Excel
- Exposure to CRM tools such as Salesforce, Client Success, etc.
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ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.