Requirements

As the Senior Director for Customer Success, 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.

Here are key expectations from this role. The incumbent will lead the teams to:

Drive Customer Success Outcomes

• 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 Voice of Customer within the organization and drive cross-functional initiatives to improve customer engagement, adoption.
• Be proud of what you work on, obsess about the quality of the work you produce.

Skills needed to be successful in the role

• A passion for customer success and 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, 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.

Qualifications Required

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