Tekmetric is hiring a
Head/VP of Customer Success in Worldwide

Summary

The job is for a leadership position in post-sale teams at Tekmetric, a cloud-based auto-repair shop management system. The role includes end-to-end post-sale customer journey management, strategy development, onboarding offerings creation, customer engagement tactics building, operational efficiency improvement, critical customer escalation handling, feedback gathering, collaboration with internal and external stakeholders, and promoting product advocacy.

Requirements

• Proven, empathetic and dynamic leader with 10+ years of experience in a leadership role overseeing customer success preferably in a SaaS environment
• Expertise in customer service operations, processes, and infrastructure in support
• Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Prior success in implementing the process infrastructure that supports repeatable and scalable growth
• Excellent collaboration skills and team focus
• Clear understanding of core drivers of Customer Success

Responsibilities

• Lead post-sale teams including Onboarding, Customer Care and Customer Success teams
• Drive successful outcomes leading to best-in-class customer satisfaction, growth, and retention
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
• Creates well defined & repeatable implementation offerings and strategies for successful onboarding of different size/segment customers
• Build tailored customer engagement tactics, customer success plans, content and cadence to meet/exceed retention goals
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
• Manage critical customer escalations to successfully outcomes that enable credible referenceability and build trusted customer relationships
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
• Work with Marketing to establish and refine customer messaging and communication
• Work closely with Sales to drive upsell and cross sell efforts
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Understand customer needs, identify root causes and drive solutions to increase customer time-to-value

Benefits

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage
• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education