Director of Customer Success

Job Description:

As a Director of Customer Success at Shopic, you’ll be managing our Enterprise/Named clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

Responsibilities:

• Managing customer projects: responsible for all tasks, deliverables, timelines, resources etc.
• Develop and manage client portfolios.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Being the trusted partner for the customer on use-case and product functionality.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.
• Aid in product design and product development.

Requirements:

• 10+ years of experience in Management Consulting, Customer Success, Account Management,
• Business Development, Project Management, or another client-facing role.
• Experience working with large enterprise customers.
• Sc. (engineer, economics, marketing, industrial Management) or equivalent experience – is a must.
• MBA – an advantage
• Highly organized and able to multi-task.
• Strong differentiation between major and minor issues.
• Ability to motivate and get the job done in a matrix project management environment.
• Impressive executive presence and communication abilities.
• Excellent interpersonal skills.
• Strong leadership skills.
• Patient and active listener.
• Ability to create structure in ambiguous situations and design effective processes.
• Strong analytical skills, with the ability to translate data into insights.
• Self-driven and proactive nature.
• Fast learner, ability to understand new technical topics including details
• High computer literacy and ability to learn new software.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering).
• Experience in document creation.
• Passion for technology and for being a part of a fast-growing retail tech startup.
• Passion for service.