Director, Global Customer Success Jobs in United States at Loftware

Title: Director, Global Customer Success

Company: Loftware

Location: United States

Director of Global Customer Success

Loftwareis expanding its operations with aDirector of Customer Successreporting to the SVP of Customer Success Services. The Director will be responsible to ensure the satisfaction, adoption, retention, and expansion of our customers while collaborating with the CSS teams as well as Sales, our Partners, Customer Account Management and Product Management. The Director will represent the voice of the customer within the business, helping to drive continuous improvement and success.

Who We Are

Loftware is the leading supplier of barcode labeling supply chain solutions. Our product line includes sophisticated enterprise-class systems, integration with ERP, MES and other operational enterprise systems, Web and Windows-based clients, and Internet servers. We help companies improve accuracy, traceability and compliance while improving the quality, speed, and efficiency of their labeling.

Role & Responsibilities

Develop and actively manage customers relationships as a strategic asset providing value towards 100% license retention (renewals).

Creation of new opportunities related to the value of license upgrades, new software modules, add-on sales and add-on service sales.

Through on-boarding and training, ensure that all customers are fully engaged and getting the value that they expect.

Document key Customer Success measurements (NPS, Health score, adoption rate, retention rate, reference ability).

Lead remediation efforts for customers needing internal Loftware resources across the organization.

Report internally on customer requirements in an organized fashion to assist product marketing and product management in defining future product requirements.

Build out, implement, and document all customer success processes, tools, and roles globally.

Required Qualifications

The qualified candidate will possess a Bachelor’s degree or equivalent along with 7-10 years in a software technology (preferably SaaS) environment and experience leading a Customer Success or account management capacity.

Knowledge of the business value of labeling, artwork management and clinical trials systems.

Knowledge of Supply Chain practices and the use of, ERP, CRM, WMS or MES systems.

Experience with a validated environment a ‘plus’

Ability to assess client’s needs and management requirements and creatively provide solutions that address those needs, solve clients’ problems and add value to the clients’ organization.

Ability to work in conjunction with sales, services, and support teams in identifying, educating, and developing long-term strategic relationships with targeted clients and partners.

Ability to travel as needed

Preferred Soft Skills

You must be customer focused, tenacious, intelligent and entrepreneurial in nature. Excellent written and verbal communication skills are an absolute must.

Driven to create sustainable corporate profitability and growth by making customers as profitable and productive as possible.

Able to build trust and rapport quickly and develop influential relationships at all levels of an organization.

Strong business process and financial acumen in the areas of labeling, clinical trials and artwork management

Competitive drive and determination

Customer advocate – voice the concerns and wants of the customer to the company.

Strong interpersonal skills

Strong problem-solving skills

Self-starter with a strong work ethic

Additional Information

Location- Remote, United States

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