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Head of Customer Success
We are looking for a Client Director. We'll be counting on you to expand and build upon our customer success processes that will provide our clients with world class customer service. You'll be in charge of growing and managing our customer success team. We are looking for a high energy hustler who knows what it takes to keep our customers happy and our churn low.
Key responsibilities include:
You will work as the liaison between our client's tech support needs and the development team.
You will become the key point of contact for understanding the big picture of what is in the task pipeline, moving tasks forward, and ensuring the development team completes tasks in a timely manner.
Developing a system to manage tech support issues from our clients and a method for prioritizing them with the development team.
You'll work closely with our sales team and account managers to resolve issues as they arise.
Developing KPIs for success to report on each month
Bonus points if you have experience in the ETL space
Be fluent in English - written and verbal skills are critical to success in this role
Proven success leading teams in customer on-boarding and account management
Proven success in creating exceptional and impactful customer experiences
Have experience in a role where you have managed customer relationships and team members frequently in english over the phone/web
Have a proven track record of tracking and decreasing churn and a high renewal rate
5+ years of customer support management experience
Background with support of a tech product, ideally in the martech/ adtech space
Data driven and highly organized when it comes to task tracking
Excellent communication, organizational, and collaboration skills
Expansive history of success growing new customer success strategies
Experience in creating processes to streamline customer experiences
Nice to have:
- Have high ethical standards and values consistent with our-hard work, integrity and team player.
- Share evidence where you have been a Top Performer and Self-Starter
- A sharp focus on your professional and personal goals
- Ideally, experience within the advertising and marketing industry
- Some experience with a startup is preferred +Experience in SaaS +Working knowledge of SQL is a must +Experience with Jira and Salesforce
You will be reporting directly to our CEO, Daniel Kravtsov, who is a serial entrepreneur with 2 previous exits
What we bring to the table:
A proven product
Large team of skilled, experienced, and loyal engineers
An experienced team of customer success managers and technical support
$8 Million in funding from many industry celebrities and tier-1 investors
improvado.io at a glance
improvado.io focuses on Advertising, Sales and Marketing, Business Intelligence, and Digital Marketing. Their company has offices in Remote. They have a mid-size team that's between 51-200 employees. To date, improvado.io has raised $8M of funding; their latest round was closed on April 2019.
You can view their website at https://improvado.io/