Director of Customer Success
emergiTEL
- New York City, NY
- Permanent
- Full-time
- Work closely with customers and PMO to plan the initial product delivery including an understanding of delivery expectations, key performance indicators, and training.
- Focus on customer adoption after initial delivery. Build relationships, help customers embrace workflow, coordinate consistent deliverable expectations and act as an escalation point for customer questions or concerns.
- Measure KPIs for success.
- Expand partner relationships by identifying strategic customer objectives.
- Work with bolt leadership to suggest bolt product solutions to enhance the customer digital roadmap. Lead the effort to create and authorize a SOW. Provide status updates with the customer and bolt leadership including project updates and revenue projections.
- Extend and retain the customer partnership by leading renewal discussions, terms and negotiation. Work closely with customer and bolt leadership for final acceptance. Become an expert in bolt solution offerings.
- Represent the customer in bolt product development, prioritization, and improving internal best practices.
- College degree or equivalent practical experience
- 10+ years of operational and execution leadership with deep experience in customer success and professional services. Knowledge of marketing, sales, service, technology, and business operations.
- Four years of Insurance experience. Strong background in the creation and delivery of digital customer experience.
- Ability to create strong relationships with decision makers and key influencers.
- Experience in leading projects from initial delivery to closure. Understand how to leverage internal resources to achieve results.
- Knowledge to identify/ lead a strategy and roll up your sleeves to get the job done as necessary.
- Excellent communication and presentation skills.
- Experience in negotiating renewals.
- Ability to travel up to 20% for face-to-face customer meetings.
- Experience working in a SaaS or consulting engagements.
- Graduate degree.