Customer Success Coordinator jobs in Albany, NY

Road Map: The Director of Customer Success builds and leads the Customer Education and Customer Success teams to achieve their goal of helping our clients realize value from our products and facilitate product adoption, resulting in loyalty and long-term customer retention and growth.

What Your Ride Will Look Like:

• Sets the vision and plan for the Customer Success organization, focused on driving product adoption, customer program optimization and a positive customer experience, to deliver strong net retention and customer loyalty.
• Executes, and measures the results of plans to ensure the Customer Experience teams are achieving customer satisfaction, loyalty and revenue retention targets.
• Optimizes the Customer Journey by examining the various stages, identifying gaps in customer-facing processes, and working across departments to ensure an optimal customer experience at every stage.
• Builds and leads a world-class Customer Success organization to drive measurable customer outcomes.
• Collaborate closely with internal teams, emphasizing the importance of customer success, building relationships and proactively driving initiatives to ensure all departments participate in the effort to bring value to the customer and provide exceptional experiences.
• Support Product team on the exploration and execution of product developments to improve the customer experience and team efficiencies.
• Drive continual improvement in people, technology, processes, and service. Establish and test new strategies to improve the customer experience.

Show Off What You've Got:

• Proven experience leading teams, including remote teams, driving software adoption, renewal and upsells, and leveraging customer success best practices.
• A positive and highly effective collaborator with a demonstrated ability to influence from front-line to senior leaders and work cross-functionally to gain consensus and a strong commitment for action.
• Detail oriented with excellent organizational, prioritization, and multitasking skills.
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Utilizes critical thinking and analytical skills regularly to identify issues and trends, develop solutions and/or recommendations to address root cause and to mitigate potential risk.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Adept and comfortable managing in a fast-paced environment
• Relentless problem-solver
• Excellent written and verbal communication and presentation skills
• Excellent time management and strong sense of urgency
• Ability to prioritize and steer multiple priorities, projects, resources.
• Bachelor's Degree, 5-8 Years in Customer Success Management experience

For this role, it is preferred candidates reside in one of the following states: Alabama, Arizona, Colorado, Connecticut, Washington DC, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Massachusetts, Michigan, North Carolina, New Hampshire, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Fuel Gauge: 

• This role will pay between $140,000 - $150,000 depending on experience and other determining factors.