Director of Customer Success

JOB DESCRIPTION

OculusIT is looking for a Director of Customer Success who will be responsible for managing a portfolio of accounts, establishing productive, professional, and profitable relationships with key personnel and CXO’s in assigned customer accounts.

Key Responsibilities: 

• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue
• Reviews all major deliverables to ensure quality standards and client expectations are met
• Ensures that client issues are dealt with in an efficient manner, informing the VP Engagements of any problems that may arise
• Owns the contract and contract renewals for new work for an existing client
• Approves Change Orders and invoices and is responsible for payment collections
• Works closely with the project team to maintain a continuous knowledge of project status to identify potential issues and/or opportunities within or related to the project
• Ensures that all processes and procedures are completed, quality standards are met, and that project are profitable
• Aware and in pursuit of opportunities for account growth and new business
• Communicates the client’s goals and represents the client’s interests to the team
• Provides regular two-way communication between the client and team
• Document all activities and meetings in the CRM
• Understanding of company capabilities and service and effectively communicates
• Participate in marketing events such as seminars, trade shows, and telemarketing events
• Provide on the job training to new account employees

Experience: 

• 7+ years of client relationship experience
• Proven track record of exceeding quota
• Developing relationships with client decision makers at colleges and universities
• Live within 30 miles of a major airport
• Deep understanding of Higher Education information technology and managed services

Qualifications & Skills: 

• Proven account management skills required to create, maintain, and enhance customer relationships
• Extremely detail oriented
• Technical competence
• Motivated, goal oriented, persistent and a skilled negotiator
• High-level of initiative and works well in a team environment
• Excellent written and oral communication skills
• Effectively manages stressful situations and deadline pressures
• Plans and fulfills responsibilities with minimal direction
• Work may require international travel to current and potential clients. This requires the possession of a valid passport within 60 days of employment
• Self-starter, confident and entrepreneurial with a track record of using analytical skills to proactively develop new insights that drive growth
• four-year degree from an accredited institution, equivalent qualification, or experience
• hands-on collaborative style of working
• nfluencer with a proven ability to develop strong working relationships in a matrixed, global environment and establishing credibility across functional lines of business (i.e.: Sales, Marketing, Customer Success, Client Services, Business Operations)
• Excellent track record in cross-functional roles, earning the respect and trust of colleagues, subordinates, and managers alike
• Excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences as well as delivering presentations before large audiences