Director of Client Success Chicago, IL

Company: Tbwa Chiat/Day Inc
Location: Chicago
Posted on: November 13, 2024

Job Description:

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:

• Named one of Fast Company's Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That's where you come in.Director of Client SuccessLocation: Chicago, ILResponsibilities:
  • Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfaction
  • Lead, mentor, and develop a high-performing Customer Success team
  • Serve as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processes
  • Establish and maintain performance metrics for all associated Customer Success functions
  • Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the department
  • Partner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendations
  • Manage the use of Salesforce and other related applications while scoping new tools
  • Hands-on program management of Success initiatives and projects (e.g. Quarterly QBRs and planning processes, cross-functional OKRs, etc.)
  • Build future strategies to improve Success at SpotOn including identifying and procuring new tools
  • Manage and communicate processes and metrics to enable highly transparent, credible, and impactful functions
  • Align with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and moreQualifications:Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.
    • High energy and motivation to achieve results, and willingness to be independently entrepreneurial and a self-starter
    • 5+ years of relevant work experience in Hardware SaaS based Customer Success
    • Strong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and priorities
    • High proficiency in G-Suite (Sheets, Slides, Docs), Salesforce, and industry-standard Project Management software required
    • Ability to maintain composure in challenging, high-energy environments, and you help others to do the same
    • Demonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and team
    • A structured and detailed thinker
    • A passion for mentoring and developing others is a must
    • History of excellent judgment and productive communication
    • Experience presenting to senior leadershipAt SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:
      • Medical, Dental and Vision Insurance
      • 401k with company match
      • RSUs
      • Paid vacation, 10 company holidays, sick time, and volunteer time off
      • Employee Resource Groups to build community and inclusion at work
      • Monthly cell phone and internet stipend
      • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional developmentCompensation:
        • Our base pay range starts at $120,000 - $160,000 for this role
        • Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
        • Offers will be reflective of the candidate's location and experienceThe base salary range listed will vary depending on location and experience.SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.SpotOn is an e-verify company.Apply for this job* indicates a required field
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