We are seeking a Director of Customer Success to lead our Customer Success and Technical Support team. You will be involved in decisions that affect the future success of FileMaker. You will create a new customer success program for a strategic SaaS initiative. And you will lead our existing on-premise and cloud hosting customer support organization.
Successful experience leading a SaaS customer success program including on-boarding, community, and self service help
Customer technical support experience managing global 3rd-party outsource centers, support processes, and customer support systems
Customer advocacy track record developing programs that delivered tangible product improvements based on customers’ needs
Expert people management skills: recruit, train, motivate, and retain top talent. Care about the team but demand performance. High integrity and ethics
Strong business management skills with good business judgement, ability to plan strategically, manage to budget, use metrics, forecast, and deliver results
Team player with the ability to build relationships with peers across the company and with partners and customers.
Strong written and verbal communications skills are required
Description
Your key objectives will be:
- Design and implement the customer success program for a strategic SaaS initiative
- Leverage industry best practices to enhance FileMaker’s high standards of on-premise and cloud hosting technical support
- Develop customer advocacy to improve customer experience
Key responsibilities include:
Customer Success:
- Define and implement customer on-boarding
- Drive customer advocacy to improve customer experience
- Work cross functionally to monitor customer health and manage retention
- Define customer success metrics and use them to improve outcomes
Customer Support:
- Manage a global organization with 3 global outsource vendors and an internal team based in Santa Clara
- Meet customer demand for self-help content, logistical support, and technical assistance
- Review support processes and enhance them accordingly. Maintain high customer satisfaction scores
- Work closely with our engineering team to give feedback and enhance the FileMaker platform
Education
BA/BS Degree or MA/MS/MBA
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