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TEKsystems Customer Success Manager / Director in Boston, Massachusetts

Description:

Summary: Reporting to the COO, the Manager/Director of Customer Success is responsible for customer retention along with training, coaching, and leading the Customer Success team. The Customer Success team is focused on developing and maintaining customer loyalty and delivering value to our clients through onboarding, adoption and the overall success of our clients using our proprietary technology and strategies. This is a challenging role that requires a

customer-first mindset, problem-solving capabilities, the ability to motivate and lead a team, and strong analytical skills. The right candidate is obsessed with helping our clients grow their businesses and has the experience to demonstrate it.

Core Duties + Responsibilities:

● Lead a team that is dedicated to delivering a remarkable customer experience

● Serve as both a mentor and coach to develop a cohesive team

● Support the implementation of Customer Success initiatives

● Manage day-to-day operations of your team including: maintaining an accurate retention forecast, managing escalations, ensuring the delivery of high-quality engagements throughout the customer journey, and ensuring product adoption and retention goals are met

● Analyze customer data to meet company retention benchmarks and to make informed decisions about process and procedural changes

Education, Special Skills + Requirements:

● Bachelor’s Degree required, with a focus in business or marketing preferred

● 2+ years of experience leading a CS team for a marketing or software company required

● 5+ years experience working at a marketing, software, management and/or consulting company

● Previous experience using Totango or related Customer Success software highly preferred

● Deep understanding of marketing, sales and service best practices

● A proven leader with a strong ability to influence and develop a team and empower employees to achieve their best in a fast-paced environment

● Works effectively with management and across departments as a team player

● Proven record of executing bold growth strategies and meeting assigned goals

● Excellent organizational and problem solving/decision-making skills

● Experience handling and resolving customer escalations

● Use data to analyze results and make data-driven decisions

● Facebook Blueprint Certified and Google Ads Certified preferred

Skills:

Customer success, customer loyalty, leader, marketing, saas, strategy

Top Skills Details:

1) 2+ years of experience leading a Customer Success team for a marketing or software company required

  • must be able to explain difference between customer success and customer service/support

2) 5+ years experience working at a marketing, software, management and/or consulting company

  • Deep understanding of marketing, sales and service best practices

  • Previous experience using Totango or related Customer Success software highly preferred

3) Leadership skills

  • experience leading a customer success team (hiring, retention, performance management)

  • ability to motivate and lead a team (8 people now but growing)

++ Facebook Blueprint Certified and Google Ads Certified preferred

Additional Skills & Qualifications:

100% remote- most of the team is on east coast though.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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