Director of Client Success

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iT1 Logo

iT1

πŸ“Remote - United States

Summary

Join iT1, a leading technology solution provider, as their Director of Client Success! This pivotal role involves leading a team of Client Success Managers, building strong client relationships, and driving business growth. You will develop and execute client success strategies, analyze client data, and collaborate with cross-functional teams. The ideal candidate possesses strong leadership, communication, and analytical skills, along with a proven track record in client success and retention within the IT services industry. This position offers a competitive compensation package and benefits, including health insurance, paid time off, a 401(k) plan, and an onsite fitness center. Location flexibility is offered, with options for onsite/hybrid or remote work depending on location.

Requirements

  • Bachelor's degree in Business, IT, or a related field preferred
  • MSP specific experience strongly desired
  • 7+ years of experience in Client Success, Account Management, or a related field, with a proven track record in leadership and client retention
  • Demonstrated success in managing cross-functional teams and building strong client relationships
  • Strong leadership and team management skills with the ability to motivate and inspire a high-performing team
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders
  • Analytical mindset with the ability to analyze client data, identify trends, and make data-driven decisions
  • Proven ability to handle complex client situations and resolve issues efficiently and professionally
  • Strategic thinker with the ability to align client success initiatives with business goals
  • Client-centric mindset with a passion for delivering exceptional service
  • High level of integrity and professionalism
  • Adaptability and resilience in a fast-paced, dynamic environment
  • Strong problem-solving abilities and a solutions-oriented approach

Responsibilities

  • Lead and mentor the Client Success team, ensuring they have the skills and support necessary to drive exceptional service
  • Establish clear team goals and performance metrics and foster a culture of continuous improvement and client-first thinking
  • Provide ongoing coaching, feedback, and development to team members, fostering their professional growth
  • Build and maintain strong, lasting relationships with key clients, acting as their trusted advisor and advocate within the company
  • Participate in the onboarding process to ensure smooth transitions from sales to service delivery
  • Proactively monitor client health and satisfaction, addressing any issues or concerns to ensure long-term success
  • Serve as communication interface between the client, the sales team, services teams, and any other involved
  • Develop and implement client retention strategies, aiming to minimize churn and maximize client loyalty
  • Develop and execute the overall client success strategy in alignment with company goals and objectives
  • Provide guidance through short- and long-term strategic planning; continuously being mindful of where iT1 may contribute to the client’s long-term business success
  • Analyze client feedback and data to identify trends, areas for improvement, and opportunities to enhance the client experience
  • Collaborate with Sales, Services, and Operations teams to ensure client needs are being met and anticipate future requirements
  • Establish and track key performance indicators (KPIs) for client success, including Net Promoter Score (NPS), client retention rates, and client satisfaction
  • Regularly report on client success initiatives and team performance to senior leadership, providing actionable insights
  • Develop and manage a system for client feedback, ensuring timely and effective response to concerns
  • Continuously evaluate and refine the client success processes and workflows to increase efficiency and enhance the customer experience
  • Stay up to date on industry trends, emerging technologies, and best practices to continuously improve service offerings
  • Collaborate with the Services team to identify client-driven improvements and influence the product roadmap

Preferred Qualifications

  • Experience in IT services or technology-related industries is preferred
  • Any technical certifications preferred, but not required

Benefits

  • Medical, dental, and vision benefits with highly subsidized premiums
  • Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
  • 401(k) Plan with employer match
  • Onsite Fitness Center
  • Onsite Monthly Massages
This job is filled or no longer available

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