General Scope & Summary: As an Account Director, your role is to ensure that our customers receive an excellent experience with our products and services. You are responsible for guiding customers through their journey, ensuring product adoption, and helping them find and increase value from our product offerings. You should design and implement a specific touchpoint cadence for customers, utilizing data to monitor customer health and to internal teams. You should also contribute to a culture focused on customer success, ensuring customer awareness of new solutions promptly following launch, and understanding and translating customer use cases and needs into actionable plans.
Key Responsibilities:
Customer Engagement and Value Recognition:
-
Guide customers through their journey, ensuring product adoption
-
Design and implement a specific touchpoint cadence for customers
-
Utilize data to monitor customer health and to internal teams
-
Support customer escalations as needed
-
Contribute to culture focused on customer success
-
Help customers find and increase value from our product offerings
-
Ensure customer awareness of new solutions promptly following launch
-
Understand and translate customer use cases and needs into actionable plans
Revenue Growth and Retention:
-
Serve as the voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment).
-
Achieve established customer renewal and revenue retention targets
-
Facilitate customer references and case studies for new client acquisition
-
Manage and negotiate renewal agreements with existing customers
-
Identify opportunities for expansion via upgrades, cross-sells, and services
Performance Analysis and Continuous Improvement
-
Define success plans guiding customers through their journey.
-
Collaborate across departments to deliver improved customer experience
-
Assist or Lead Executive Business Reviews to correlate activities to customer’s KPI’s as needed
-
Assist with onboarding new Account Directors as needed
-
Track and execute interactions and milestones through Salesforce
-
Contribute o playbooks and processes to enhance customer experience
Qualifications:
-
3+ years of experience with Customer Experience or Customer Success preferably in SaaS, CCaaS or UCaaS
-
Ability to translate technology and features into meaningful business solutions
-
Proven ability to grow current clients
-
Excellent communication and presentation skills
-
Comfortable operating in a fast-paced, dynamic environment
