Director of Customer Success Details

Director of Customer Success

MediaFly - Chicago, IL

Employment Type : Full-Time

Who we are:
Mediafly is a fully customizable sales application and sales enablement solution that empowers sellers and marketers to create dynamic, interactive, and value-focused selling experiences both in person and remotely.

As a Director of Customer Success - Strategic Accounts, you will serve as the go-to person for consulting on strategic/key customers of Mediafly, ensure our customers’ success by understanding their business objectives, delivering day-to-day guidance on our products, and providing solutions to their biggest challenges. Our Customer Success team recognizes that the ability to create an amazing customer experience is to not only flawlessly react to customer requests, but to also be proactive in developing best practices and processes for the customer. This role is a Player-Coach, meaning you will manage a team of Customer Success Managers as well as your own book of business.

Responsibilities of a Director of Customer Success:

• Shepherd and guide newer team members, assisting them with mastering and executing our Success methodology.
• Mentor the CS team members on strategic best practices for customers, growing and building customer relationships.
• Partner closely with UX/Product teams to represent the voice of the customer.
• Maintain relationships with key customers to establish a thorough understanding of their business needs and how our products and services can serve them.
• Identify and quantify key metrics of value; Increasing ROI for our customers through the meaningful adoption of appropriate features and best practices.
• Work closely with Account Executives on account plans, customer strategy, and product adoption.
• Own the customer relationship, including contract renewals, and unearthing cross-sell and expansion opportunities.
• Accurate renewal forecasting and risk analysis to protect Mediafly’s recurring revenue.
• Demonstrate mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of your daily rituals, proving Mediafly to be its own best customer.
• Effectively use data, as well as customer knowledge, to create meaningful interactions with our customers.
• Care for the performance and development of your team members by conducting regular 1:1s, identifying opportunities for improvement and growth.

We would love to work with you if you have:

• 7+ years of experience working with customers in Customer Success, Sales Support, Tech Support, or Technical Account Management roles
• Bachelor’s degree in technology, marketing/sales, or field or the equivalent skill and knowledge
• Experience and comfort having commercial conversations with customers and their procurement teams
• Experience and comfort working closely with customers, especially during support escalations
• Proven success working with large and complex customers who have a range of job functions and personalities
• Experience of leading or mentoring others
• Superior listening, written, and verbal communication skills
• Ability to digest and articulate complex information
• Comfort conducting training and webinars for small and large groups, with the ability to adapt to the audience
• Knowledge of Salesforce, Gainsight, SQL, and/or Tableau is a plus
• Experience of delivering end-user training is desirable

Why Mediafly?

• Remote based in US
• Generous PTO
• Competitive Salary
• 401K Retirement Plan
• Transparent Career Paths
• Medical, Dental, Vision
• 11 Paid Holidays
• Paid Parental Leave
• Remote Stipend

We have over 200 employees between the US and UK. Thanks to our commitment to employee experience, Mediafly has been recognized as a Best Place to Work from Crain's, Inc. and BuiltIn.

Mediafly welcomes people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and encourage all interested individuals to apply.

Mediafly's HQ is based in Chicago, IL.

Job Type: Full-time