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 a team that combines 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 can showcase the value and capabilities of our products to help them streamline their work, improve asset utilization and business performance.
Your main goals will be to:
Lead the Customer Success and Support team
Build a scalable customer success organization across geographies, 7x24 support
Recruit, manage, develop and lead our highly talented, collaborative and customer-focused team
Participate as a player and coach
Deliver results that drive value for our customers and business
Proactively analyze and enhance account health
Measure satisfaction and engagement; build and drive processes that enhance both
Own customer retention including metrics for customer and net revenue retention.
Maintain revenue base by leading account retention and renewal strategy
Foster and ensure customer reference-ability and community
Build programs and processes that creates additional value for customers (aka stickiness)
Own communication cadence with our customers
Advocate for customers, capturing user feedback and reporting requests to marketing, product management, engineering, and other teams.
Deliver feedback and drive enhancements for customer success and product leadership in our markets
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
6+ years of experience in a customer-facing role
3+ years of experience leading a Customer Success organization in the software industry
Creative and result-oriented: your enthusiasm, energy, technical aptitude and creative thinking make problem-solving fun for yourself and your team.
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
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.