Talent.com
Director of Customer Success

Director of Customer Success

Boast.AICanada
30+ days ago
Salary
CAD61200 yearly
Job type
  • Full-time
Job description

Responsibilities include, but not limited to :

  • Lead from the front by fully understanding and being able to step into the job of each CSM when needed
  • Lead a customer success group that is highly effective at carrying out ’s mission
  • Manage a personal client portfolio of 20-30 clients
  • Manage your team to achieve set GRR, NRR, and Customer Satisfaction goals
  • Working closely with Boast’s Product team in order to enhance internal and external adoption of the platform
  • Work closely with Boast’s Customer Delivery Team in order to create the best outcome for our clients
  • Manage escalations within the CS team by following a methodical escalation process
  • Improving the effectiveness of the CS team by developing and maintaining process
  • Identify KPIs and metrics to measure team performance and manage your team to those goals and outcomes
  • Work with CSM to enable their ability to upsell product to existing customers
  • Implement effective performance management processes to maximize CS team member performance
  • Develop team retention strategies to maximize eNPS and minimize employee turnover
  • Collaborate with the business development team and product team to continually improve the customer journey
  • Continue to strengthen a CSM team

Skills & Qualifications

  • Lead and Inspire a high-performing team of 8+ direct reports in the R&D Tax space, with a focus on driving exceptional results and outstanding customer experiences
  • Develop and leverage exceptional people management and coaching skills to motivate and empower team members to succeed and grow professionally
  • Drive operational excellence through analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
  • Display a strong management presence and leadership ability, with exceptional communication and interpersonal skills that inspire and motivate teams and stakeholders alike
  • Demonstrate a passion for winning and delivering exceptional results, with an intense drive to become an expert in the R&D Tax space
  • Exhibit flexibility and agility in responding to evolving business priorities and navigating ambiguity with ease
  • Proven track record of effectively managing a team to upsell to clients and delivering positive outcomes
  • Collaborate effectively across the organization and with external stakeholders to drive alignment and achieve shared objectives
  • Willing and able to address escalated client issues with speed, urgency, and empathy.

    • Benefits of Joining Boast

  • Highly competitive salary range
  • Remote-first and flexible work culture that prioritizes work-life balance
  • Open and transparent management structure that values collaboration and feedback from all team members, ensuring your voice is heard and your ideas are valued
  • Comprehensive health benefits package, including medical, dental to ensure you and your family are well taken care of
  • Stock options to align your interests with the company's success and benefit from its growth
  • Continuous learning opportunities to promote personal and professional growth
  • Generous vacation time, unlimited PTO.