*This post was created on behalf of one of Bravado’s clients.
Our client is dedicated to revolutionizing how companies attract and retain top talent in an increasingly competitive landscape. With 84% of HR professionals identifying talent attraction and retention as their primary challenge (according to SHRM), they focuses on transforming traditional hiring methods.
More than just a platform for recruitment professionals, our client serves as a driving force for industry innovation, sparking fresh ideas, encouraging collaboration, and delivering measurable results. By connecting HR technology vendors with buyers, it ensures companies have access to the right tools and technologies to overcome their hiring challenges. This approach helps organizations build an optimized tech stack, enabling them to attract, engage, and retain the best talent efficiently.
Location: United States of America (Remote)
Responsibilities:
- Develop and execute a customer success strategy that aligns with the company’s goals and objectives. Lead the customer success team, ensuring they meet key performance indicators (KPIs) and maintain high levels of customer satisfaction.
- Foster long-term relationships with key clients to ensure they continue to receive value from the company's products or services. Identify opportunities for upselling or cross-selling additional products and services to existing customers.
- Oversee the customer onboarding process to ensure a smooth and successful transition from sales to customer success. Develop and implement training programs to ensure clients are proficient with the company's offerings and maximize their value.
- Act as the voice of the customer within the organization, ensuring customer feedback is communicated to relevant teams (e.g., product development, sales).
- Recruit, train, and mentor the customer success team, providing guidance and professional development opportunities.
- Analyze customer success metrics and report on customer health, renewal rates, and customer satisfaction. Use data to identify trends, areas of improvement, and opportunities for enhancing the customer experience.
- Continuously improve customer success processes, workflows, and systems to increase efficiency and scalability. Leverage customer success tools and technologies to streamline operations and provide real-time insights into customer health.
- Collaborate with sales, product, marketing, and support teams to ensure a cohesive customer experience. Work closely with the product team to communicate customer needs and feedback for future product development and updates.
- Ensure customers are consistently engaged and supported throughout their journey with the company. Lead efforts to proactively engage customers through regular check-ins, QBRs (Quarterly Business Reviews), and performance reviews.
- Manage escalated customer issues, ensuring timely resolution and maintaining strong relationships even in challenging situations. Implement strategies to prevent future issues and improve customer satisfaction.
Qualifications:
- Bachelor’s degree in Business, Marketing, Communication, or a related field. Master’s degree or MBA is a plus but not required.
- 7-10 years of experience in customer success, account management, or a related field. At least 3-5 years in a leadership role, managing customer success or similar teams.
- Strong leadership and team management experience, including recruiting, training, and developing a customer success team.
- Deep commitment to customer satisfaction and success, with a passion for delivering value and fostering long-term relationships.
- Ability to analyze customer data, track customer success metrics (e.g., NPS, CSAT), and use data to make informed decisions.
- Excellent verbal and written communication skills, with the ability to present ideas clearly and build rapport with clients and internal teams.
- Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools. Ability to understand and communicate technical product features and solutions to non-technical clients.
- Experience working cross-functionally with sales, marketing, product, and support teams to ensure alignment and deliver a seamless customer experience.
- Strong organizational and time management skills, with the ability to manage multiple clients and projects simultaneously.
- Ability to adapt to changing customer needs, market trends, and company objectives. Resilience in handling customer challenges and escalations while maintaining a positive attitude.
----
What is Bravado?
Bravado is a community of sales professionals built for sales professionals by sales professionals. Whether you are actively looking for a new sales role or seeking career advice on how to hit quota, Bravado is your ultimate resource for anything sales related.
Why can’t I see the name of this specific company?
Bravado works with a plethora of companies specifically seeking to grow their sales teams, hence, there is a large range of active opportunities (just like this job posting!) available in our network. Once you join our community using the “apply now” button, you will be shown all available job opportunities that match your profile.
Why do I have to join Bravado to apply?
Sales professionals often get the short end of the stick, but Bravado is here to change that. Our onboarding process focuses on highlighting your unique sales skills and our internal algorithm will match you with the most relevant active job opportunities. Essentially, by applying to this one position through us, you will be considered for all others in the same job title category as well.
I want to work for Bravado!
That’s great! You can find our internal job postings here!
