[Hiring] Director - Customer Success @Zenoti

Role Description

As the Director for Customer Experience, you will be responsible for owning customer growth, delighting customers through their journey at Zenoti, enabling them to get their ROI on Zenoti products by adopting consulting and professional methodologies that are apt for the customer business size, region, and the vertical.

• Drive Customer Success Outcomes
• Ensure smooth onboarding
• Deliver ROI to the customers from the Zenoti products they subscribed to
• 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
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in the journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in the industry
• Measure & Improve the effectiveness of Customer Success, professional services, and customer enablement teams
• Become the Voice of the Customer within the organization and drive cross-functional initiatives to improve customer onboarding, engagement, and adoption
• Be proud of what you work on, and obsess about the quality of the work you produce

Qualifications

• A degree in marketing, engineering or equivalent
• PMP is an added advantage

Requirements

• A passion for customer success and a laser focus on providing customer value
• Strong understanding of business & technology
• Strong negotiation & consultative abilities
• Ability to understand, articulate, and manage customer expectations
• Experience dealing with a variety of complex accounts & building relationships at C-Level
• Experience in working with remote teams effectively
• Ability to work in a fast-paced, ever-changing, start-up environment
• Informal and people-centric approach to work and getting things done
• Able to quickly establish credibility with the senior leadership team
• Operating with a global mindset and leading with an external perspective
• Outstanding communication skills
• Knowledge of how enterprise implementations, professional services, and support processes work – will be a definite plus
• 10+ years of overall experience in leading customer-oriented teams
• The incumbent may be required to travel to customer locations on short notice, when required

Benefits

• A great positive working environment
• Flexible working hours
• Strong training and support team
• Career growth and future opportunities both in ANZ and globally
• A very competitive remuneration package including Super and end of year bonus