Director, Strategic Relationship

Location: Warrendale, PA

Type: Full Time

Min. Experience: Senior Manager/Supervisor

Position Overview:

First Insight is on the leading edge of advanced predictive analytics for retailers utilizing social networking in an innovative way. We are looking for smart, talented, high-energy individuals who will share our vision and enthusiasm. There has never been a more exciting time to be a part of our company.

Given our business model, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leadership to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).  This dynamic individual will be a key member of the organization and will report directly to the VP, U.S Account Management. 

Responsibilities:

  • Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
  • Map customer journey
  • Standardize interventions for each point in journey
  • Renegotiate renewal contracts in line with current pricing structures
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Manage Customer Success Activities:

  • Onboarding and Training Customers
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell

 

 

 

Required Experience/Skills:

  • 5+ years experience in leading customer-facing organizations
  • Demonstrated experience to work within a leadership team to formulate cohesive strategies that benefit the entire customer journey experience
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of pre-sale, post-sale and sales experience
  • Strong empathy for customers AND passion for revenue growth
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree

 

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