Webware.io is an all-in-one solution designed to help small businesses easily navigate the digital marketing. Our focus is to provide businesses with an amazing online presence integrated across all channels and specifically designed to help small businesses succeed. Our complete digital marketing solution provides our customers with the right combination of expertise, tools, and support to help businesses connect with more prospects and customers than ever before.
Listen to our CEO, Cory York to learn more about Webware: https://vimeo.com/412805300/7bd2ba7a4c
JOB TITLE: DIRECTOR- ACCOUNT MANAGEMENT
DEPARTMENT: CUSTOMER SUCCESS
REPORTING TO: VP - ACCOUNT MANAGEMENT
LOCATION: WORK FROM HOME - INDIA
WORK HOURS: 6:00 PM – 3:00 AM (NIGHT SHIFT)
At Webware.io, we are constantly challenging ourselves to be progressive and keep customers as the central focus of our journey. The Director of Customer Success will be responsible for Account management/customer success to ensure Webware’s clients get the highest possible value from their technology investment.
The Director, Customer Success will be responsible for leading our Customer success manager/Account Manager for Small and medium businesses who services/manages our North American customers, from India and includes Customer Value- focused on reducing churn, increasing product adoption, and expanding account renewals/upselling. Also, ensuring our customers are supported through solution expansions and major challenges in value realization.
The ideal candidate will have a demonstrated track record of managing a high-performing team at a fast-growing SaaS company. This leader will be experienced in enhancing customer success processes, creating and managing playbook execution, driving value and positive business outcomes for customers. Additionally, the ideal candidate will have developed and managed programs that generate revenue from existing accounts, reduce churn and increase customer advocacy. The key KPIs for this role include product adoption & usage, customer & revenue retention, expansion & upsell revenue, NPS & customer satisfaction score, and others.
Work timings for this role will night shift (North American timings)
ROLES AND RESPONSIBILITIES::
Managing a team of Customer Success Managers (CSMs). Own Renewals, growth, and Customer reference ability/evangelization.
Oversee the execution of Customer Value playbook and track team’s performance
Develop and manage OKRs, processes, systems, KPIs, and tactics to increase customer retention, satisfaction, renewals, and expansion (up-sell/cross-sell) opportunities.
Partner with Marketing on Customer Value enablement, customer marketing, and voice of the customer programs
Provide ongoing guidance and consultancy to CSMs on a day-to-day basis - reviewing account health, stakeholder management, risk mitigation, expansion opportunities, etc.
Conduct performance reviews with CSMs.
Support CSMs with key QBRs and EBRs, which focus on outcomes, data insights, and value
Triaging unhealthy clients and developing succession plans to bring them back to health.
Participate in, and/or conduct business reviews of Key accounts - activity, outcomes, data insights, and value.
Ongoing guidance and coaching of CSMs and Managers on a) consulting and advisory skills b) ability to use a data-driven approach to understanding and showcasing impact and value to clients c) nurturing relationships with senior stakeholders and internal champions
Support CSMs in their efforts to expand our relationships with senior-level stakeholders to understand their business needs and desired outcomes, and to showcase the impact of Webware.io on their strategic initiatives.
Nurturing and supporting Webware.io’s champions who will serve as references and advocates.
Provide Webware.io’s leadership with a) accurate forecasts of customer and revenue retention b) regular reporting on revenue and portfolio health
Work with other leaders within the Customer Success Org (Pre-Golive, Post-Golive, Support, Customer Enablement) and other teams (Sales, Product, etc) to maximize Customer Lifetime Value
Evaluate and improve internal processes, performance metrics, systems and tools
4 + years of experience in managing Customer Success/Account Management teams with a multi-million-dollar portfolio in SaaS composed primarily for Canada & US accounts.
3+ years of Customer Success/Account Management experience supporting a SaaS enterprise platform primarily focussed on US accounts.
Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)
Track record of proactively identifying problems and resolving them before they escalate
Experience as an advanced user on a robust, SaaS-based enterprise software platform
Superior communicator with excellent writing and verbal communication skills
Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant
Hungry and humble with a low ego, and willing to do whatever it takes to succeed
Personable and collaborative with a track record of working successfully across teams
Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
Experience working with cross-functional teams
A background with traditional and digital marketing, buying and measurement, sales enablement, or sales technology experience is a very big plus