Director of Enterprise Client Success

Summary

Join Nextech as their Director of Client Success and lead their Enterprise Client Success team, bringing a strategic vision and innovative approach to customer-facing teams. Drive customer goals, product utilization, business transformation, and revenue expansion by ensuring customer engagement, success, retention, and growth. Lead, expand, and mentor the Enterprise Client Success teams, hire, train, and develop a world-class team, and drive customer lifetime value. Represent the customer's voice, influence internal stakeholders, and partner with sales teams. Provide monthly executive-level reports, understand the product roadmap, maintain client renewal rates, attend trade shows, and improve Net Promoter Score. Identify at-risk clients and create improvement plans. This fully remote position offers a generous benefits package.

Requirements

• Passion for helping customers
• 10+ years of client success / account management experience
• Prior experience managing and owning Enterprise level client relationships
• Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
• Experience managing teams
• Exceptional written and verbal communication skills
• Demonstrated ability to problem solve; strong judgment and interpersonal skills
• Empathy, humility and listening skills
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• A strong customer advocate with the ability and willingness to engage directly with customers
• Ability to work effectively with all levels of the organization
• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes; strategic thinker
• Ability to travel throughout the year, including occasionally on weekends

Responsibilities

• Lead, expand, and mentor the Enterprise Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy
• Hire, train, and develop a world-class team
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Partner with our sales teams to ensure all leads are effectively handled and followed up on
• Know and understand your department data and provide monthly executive level reports
• Learn and understand our product roadmap and assist in communicating the value of new releases to customers
• Continue to maintain client renewal rate at or above company required goals
• Attend Trade Shows to represent the company and strengthen relationships with existing client base
• Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability
• Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents

Preferred Qualifications

• SaaS experience
• Healthcare experience
• Bachelor’s Degree

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options