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Director of Customer Success

Customer Success | Portland, OR | Full Time

Job Description

Position Summary 

BlueVolt is on a mission to provide truly incredible customer service. The Director of Customer Success leads the teams at the center of this mission. You will oversee a team of customer service individuals providing relationship management, best practice consultation, issue resolution and support to BlueVolt’s customers. The director develops and guides the team to ensure BlueVolt’s customers achieve their objectives. The director delivers the highest level of client satisfaction, making BlueVolt’s solution essential to the clients’ success. The director coaches the team to develop uncanny empathy for our customers and then deliver astounding customer outcomes. You and your team make BlueVolt customers the heroes of channel learning. 

Responsibilities 

  • Develop a deep, personal and direct relationship with BlueVolt’s customers
  • Understand, develop, and implement BlueVolt’s vision for astonishingly great customer service
  • Instill an unrelenting customer-first ethos across the team 
  • Hire, develop, coach, and manage a team of Customer Success Managers (Advisory Services) and Product Support Specialists (Product Support)
  • Coach the team to develop a consultative, solution-oriented approach to helping customers
  • Manage a team quota for net revenue retention and renewal rate 
  • Continuously improve and learn from best practices 
  • Manage customer success activities including cross-selling / up-selling  
  • Provide domain or industry expertise including knowledge and Industry / Sector (e.g. manufacturing, distribution) expertise 
  • Represent the voice of the customer internally at BlueVolt 
  • Work with the VP of Sales and Customer Success to inspire customer success across BlueVolt by: 
    • Foster a company-wide culture of customer success 
    • Align with Marketing around marketing to existing clients 
    • Align with Product Management around driving product roadmap 
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus 
    • Align with Finance around measurement and forecasting 
    • Align with Executive Team around key metrics and objectives 


Qualifications 

  • Bachelor Degree Required 
  • Specialized knowledge of Learning Management Systems desired 
  • Proven ability to manage effective customer-facing representatives 
  • Excellent written and oral communication skills 
  • Possess a self-starter mentality with the ability to learn independently 
  • Aggressive, hard-working, persuasive, persistent, self-motivated, and productive 
  • Strong time management skills 
  • Excellent leadership skills 
  • Proficiency with MS Excel/Word/PowerPoint/Project, etc. 
  • 5+ years of experience in a customer/client facing-role 
  • 3+ year’s in a management role