Senior Customer Success Director

Senior Customer Success Director

We are seeking a skilled and experienced Customer Success Director to join our dynamic team at Bring Oz - The world's most comprehensive delivery management system. As a senior Customer Success Director, you will play a crucial role in ensuring the successful transition from Proof of Concept (POC) to full-scale rollout for our delivery and logistics solutions. Your customer-facing responsibilities will include conducting discovery, mapping processes, coordinating onboarding activities, and aligning project work with key performance indicators (KPIs) to assure a successful experience to external stakeholders.

This role requires a strategic thinker with strong project management skills and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities:

• Discovery and Process Mapping:
  • Conduct thorough discovery sessions to understand client needs, pain points, and objectives.
  • Map existing processes and workflows to identify areas of improvement and optimization.
  • Collaborate with clients and internal stakeholders to gather requirements and align expectations.
• POC Coordination:
  • Lead the POC process, ensuring successful implementation and addressing any challenges that may arise.
  • Collaborate with technical teams to customize solutions based on client requirements.
  • Monitor and evaluate POC performance against agreed-upon metrics.
• Onboarding Coordination:
  • Develop and execute a comprehensive onboarding plan for clients transitioning from POC to full rollout.
  • Coordinate with various teams, including sales, support, and technical teams, to ensure a smooth onboarding process.
  • Provide guidance and support to clients during the onboarding phase.
• KPI Alignment:
  • Collaborate with clients to understand their success criteria and incorporate them into project milestones.
  • Define and track key performance indicators (KPIs) for each project, ensuring alignment with client objectives and company goals.
  • Analyze and report on KPIs regularly, making data-driven recommendations for improvements.
• Contract Conversion:
  • Work closely with the sales team to facilitate the conversion of POC engagements into full rollout contracts.
  • Provide insights and recommendations to improve contract terms based on client feedback and project performance.
• Stakeholder Communication:
  • Maintain open and clear communication channels with internal and external stakeholders.
  • Conduct regular status meetings and project updates to ensure alignment and address any concerns promptly.
  • Travel to customer locations in the US for onboarding, meetings with stakeholders or launch of a new site.

Qualifications:

• Bachelor's degree in Business, Project Management, or a related field. Master's degree is a plus.
• Proven experience in program or project management, preferably in the B2B SaaS industry.
• Experience in the logistics/last mile field in a strong advantage
• Strong understanding of project management methodologies.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Demonstrated ability to manage multiple projects simultaneously and meet deadlines.
• Travel will be required