About EZ Web Enterprises
We are a team of passionate and dedicated individuals building easy to use software delivering consistently amazing user experiences, while providing best-in-class functionality and enterprise scalability. We care deeply about excellence in all we do.
Thousands of organizations across the education, event management, AV media production, engineering, construction, healthcare, manufacturing, rental and transportation industries use and love our products to improve their profitability and simplify their operations. Some of our amazing customers include Amazon, BBC, Buzzfeed, CNN, Disney, Fox Sports, Intel, NASA, Netflix, Polycom, Petronas, SNAP, Styker, 3M and Harvard Medical School. Our software brings assets under control, ensuring they are in the right place, at the right time, and always delivering maximum value.
About the role
As Director of Customer Success you will lead the Customer Success team. This requires strong customer empathy and deep product knowledge to guide customers throughout their lifecycle, from presales demos to onboarding, training, support and renewal. By understanding our customers and their businesses you and your team will be the voice of the customer interally, helping Product make informed decisions on prioritizations, Marketing improve its go to market strategy and help Sales lead conversations with value.
Your main goals will be to:
Recruit, manage and lead our highly talented, collaborative and customer-focused customer success and support team for 7x24 operations
Participate as a player and coach
Proactively analyze and enhance account health and customer retention through establishing customer lifecycle milestones
Foster and ensure customer reference-ability and community
Develop a deep understanding of Solution Areas and Market Segments of our customers as well as core workflows and their business value to customers
Advocate for customers, capturing user feedback and reporting requests to marketing, product management, engineering, and other teams
About you, your experience and skills:
Passion for creating value for customers and your colleagues
Data driven, with experience using metrics to drive success, communication, and change
Able to understand and articulate technical concepts and define solutions
Highly collaborative, confident, organized, and self-motivated
Successful track record of delivering projects cross-functionally
Escalation management with strong problem-solving skills
Excellent written and verbal communication skills
A continuous, and fast learner, able to come up to speed rapidly on new technologies
10+ years of experience in a customer-facing role
5+ years of experience leading a Customer Success organization in the software industry
EZWeb Enterprises is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.