Director of Client Success

Hybrid | Las Vegas, NV

ROLE

Attendees at our training programs don’t just receive business advice–they partake in a transformational experience that delivers results. This is consistent with our mission: We are business professionals serving other business professionals. We exist to serve.

The Director of Client Experience role, in one sentence, is to champion for our clients. And this is a critical role within our company, given its importance to fulfilling our mission. In every meeting, you will speak on behalf of the client. In every decision, you will force us to consider the implications for our client. With every action, you ensure alignment with our client’s best interests.

Tactically, the role involves three core elements: advising, enacting, and learning.

Advising:

You will be expected to advise other business owners at our workshops and training programs. You will present on both broad business fundamentals and topics related to client experience/success/support. You will also field questions–typically during roundtable sessions with clients–about topics related to client success.

From time to time, you may be asked to provide advice (or even lead project work) within the Acquisition.com portfolio. And, as a leader within our company, you will be expected to coach others to support the growth of other team members.

Enacting:

You will be responsible for leading client experience, success, and support related initiatives as we scale the training division. This includes setting a CS/CX strategy, executing on that strategy, and managing a team of client support or success focused professionals who can respond to the needs of our clients.

A large part of the role will entail cultivating strong relationships with both clients and members of our team. You must exemplify a strong communication ethic–both written and verbal–commensurate with your role as a leader in our company and a champion of our clients.

We believe that data and metrics are a key element of any client experience function. Therefore, you will be expected to capture data, synthesize data, and formulate KPIs related to your department. You will also develop SOPs and processes that support our ability to execute at scale while still maintaining an exceptional client experience.

Learning:

At Acquisition.com, we believe that individuals are dynamic, not static. We are unified by our willingness to grow. Your development, as a leader, will translate into growth for our company.

As a result, you will be expected to showcase a growth mindset and to learn constantly. You will attend training sessions and constantly improve in your knowledge, leadership ability, and professional skill. You will seek ‘challenge projects’ that stretch your comfort zone for the sake of self-development–and you will craft such projects for members of your team.

RESPONSIBILITIES

Champion the client experience and represent our customers internally
Develop/set a strategy for your department and lead the execution of strategic initiatives (e.g., aimed at maximizing client satisfaction and lifetime value)
Own client relationships and build long term client partnerships
Deliver and expand revenue (e.g., by driving upsells/cross sells when appropriate) to result in growing net dollar retention and low customer churn rate
Develop and refine surveys and other methods of data collection to deeply understand our clients and their experience
Present at workshops and/or training programs on topics related to broad business fundamentals, the importance of customer success/experience, and tactics related to customer success/experience
Field questions from workshop attendees, members, or other clients related to client success/experience related topics
Execute project management protocols, determining critical factors required to support the customer’s business objectives
Lead the team that will serve as the ‘first point of contact’ for all clients–manage and coach the Customer Success team through shadowing calls, reviewing ticket quality, developing individual skills, removing roadblocks, prioritizing tasks, etc
Analyze and report on the Customer Success Team’s performance, customer health, customer retention, expansion, and satisfaction KPIs
Liaise with legal/finance teams on terms and conditions, contracts, and other legal materials as needed
Work closely with (or within) cross-functional teams including marketing, product, sales, and operations leaders to communicate product issues, feature requests and overall customer sentiment
Develop training programs, SOPs, and playbooks for CSMs, CS professionals, and new hires which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes
Forecast and anticipate support needs to ensure proper team coverage with high quality of customer success
Act as a trusted advisor, subject matter expert and point of escalation for your team
Recruit, mentor, groom and inspire a high performance team–and, on occasion, get "in the weeds" to help assist CSM team

RESULTS

Tracks and improves on customer experience metrics for all workshops and training programs (e.g., NPS scores of 70%+)
Grows net dollar retention and reduces churn of recurring revenue training clients (e.g., 100%+ net dollar retention)
Leads team that responds to client inquiries in a timely and complete fashion (e.g., <24 hour response time)
Ensures participation in client surveys (e.g., 60%+ response rate) and solicits inputs from clients through feedback conversations (e.g., 4+ conversations per month)
Builds out CSM training program, resulting in an improved customer experience, higher retention/activation and gained efficiencies
Communicates with clarity, conciseness, and force with other leaders, team members, and executives within Acquisition.com
Leads all customer facing initiatives in an organized manner with transparency and accountability
Creates scalable systems for driving expansion revenue and upsell/cross opportunities
Gives crucial insights to product and sales teams to ensure congruence between departments, protecting and bettering the customer experience
Establishes a culture of client excellence across the entire organization

REQUIREMENTS

8+ years experience in customer success management (or similar) with direct reports
Preferred: 3+ years experience in a service or hospitality company that prioritizes client experience
Preferred: Experience working in leadership capacity in a fast-paced, startup-like environment (must be comfortable with ambiguity and adaptable to a fast-changing environment)
Demonstrated passion for understanding the customer and creating a company culture that supports a positive customer experience
Experience as a creative problem solver that looks for new solutions versus the status quo
Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same
Highly fluent presentation skills and excellent verbal/written communication abilities
Expertise in customer experience with a proven record of developing customer facing strategies to drive customer satisfaction, retention, and growth
Excellent organizational and project management skills.
Strong analytical skills.
Demonstrated integrity and dedication to effective, efficient delivery of objectives.
Experience with Microsoft Excel, and Powerpoint, and with documenting process flows.
Self-motivated, detail-oriented and able to work autonomously
Strong work ethic and growth mindset–displaying an obsession for learning and growing
Willingness to travel and to participate in remote meetings for stakeholders in other time zones

LOCATION

Full-time position based in Las Vegas with a hybrid work model (approximately 3 days in-office per week).

AVAILABILITY

Able to work Monday - Friday 8 AM-5 PM
Must be flexible to work additional hours/weekends as needed

COMPENSATION

$165,000 - $180,000 + bonus

BENEFITS

Medical benefits, vision, and dental
PTO Policy
401k

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