Birst is looking for a Director of Customer Success Manager to lead a team of Customer Success Managers in our North America region. The Director of Customer Success will work with team members to provide greater business value for customers by bringing Birst’s best ideas, innovations, and capabilities to those customers. It is the Director of Customer Success’ responsibility to drive customer adoption and success. Key to this role is being able to articulate value and both inspire the team and align Birst Business Analytics with the customer’s strategic business goals.
• Ultimate responsibility for the customer’s renewal and for expansion of the platform. You and your team promote maximum value from the customer’s investment in Birst, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
• Identify risks to the customer achieving their stated business goals and work with the Birst teams to build a risk mitigation plan.
• Develop processes that increase customer success with our products and services.
Develop and implement training programs to address technical and scientific needs of the customer base.
Inspire Customer Success across the Company:
- Inspire a company-wide culture of Customer Success
- Provide customer feedback and help drive continuous improvement
- Exemplify best practices in industry
• Develop a Best-In-Class Team
- Attract high potential individual contributors to the team
- Create rapid onboarding process for new team members
- Foster collaboration within team and across company
• Improve the effectiveness and efficiency of Customer Success
- Develop the necessary support systems, documentation, processes to measure, manage, and improve customer outcomes with our products and services
• Right size the ratio of accounts to CSMs for optimal outcomes.
• Managing customer relations escalations for the accounts under management.
• Guide Birst’s practices into producing customers who can be referenced, with high customer satisfaction and high renewal predictability.
• Provide regular customer status updates to the Birst Leadership Team, including high-risk customer and customers with high upsell potential.
Qualifications
• 7+ years customer/account management
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Experience leading a team, account portfolio planning and prioritization.
• An undergraduate degree is required and an MBA or equivalent work experience is highly desirable.
• Business Intelligence experience preferred but not necessary.
• Strong initiative and positive attitude.
• Strong empathy for customers AND passion for revenue and growth.
• Analytical and process-oriented mindset.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Professional, organized, efficient and accurate
• Resourceful and creative troubleshooting skills.
• Strong collaboration mindset & capabilities.
• Commitment to quality.
• Desire to learn, generally curious, and excitement to make customers happy.
• Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
• Flexibility to travel (up to 25%)
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