Full-Time Global Director of Customer Success
Job Description
ABOUT US
Velocity Global is one of the fastest growing self-funded companies in the United States and hands down one of the greatest places to work anywhere in the world. But it’s not for everyone. There are certain qualities and passions you must have to fit into our “Team of 10’s”:
- We move with VELOCITY and you have to relish in a fast-paced, high-growth environment
- We believe in being of service, which means you have to check your ego at the door
- We believe in taking our work seriously but not being too serious at work
- We find passion in all things international business – it has to be in your bones
If you find that the above personal attributes apply to you, please continue reading.
POSITION SUMMARY
Velocity Global’s Global Director of Customer Success, owns driving the success of our customers and coordination of strategies to increase monthly recurring revenue with Top Tier clients. With a monthly recurring revenue business model, Customer Success is absolutely vital to the company’s long-term profitability. As the leader of this function, the Global Director of Customer Success will lead a global Customer Success team tasked with driving revenue growth in our existing customer base and enhancing service excellence and identifying repeat revenue opportunities within our existing customer base. This includes both Clients and Velocity Global supported employees under care that are driving our clients’ strategic global growth. This individual will report to the Chief Revenue Officer.
Velocity Global is a high growth International Professional Employment Organization (PEO) delivering high touch international expansion services to our clients, where collaboration and communication are paramount. We live by our values of Velocity, Integrity, Professionalism, Empowerment, and Service and are always determined to be better personally and professionally in how we serve our clients and our internal team members. If you’re seeking to make an impact with a team of professionals who take on change as a challenge and strive to bring new ideas to life, this could be you.
RESPONSIBILITIES
- Lead, develop and implement revenue-enhancing activities for Top Tier clients
- Lead and develop the Customer Success team and outcomes by reducing Customer and Employee churn
- Strategize and drive new business growth opportunities through greater advocacy and reference-ability
- Implement and execute a strategic business plan that increases lifetime value of company’s customer base, continually refining with market growth and changes
- Use quarterly forecasting and pipeline management to support repeat sales growth
- Deliver and exceed monthly, quarterly and annual target revenues in line with growth goals for the team
- Influence future lifetime value of customers through development of enhanced customer experience best practices.
- Be the trusted advisor to clients while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the client life cycle
- Support the post-sales processes and collaborate with Client Experience and Delivery leadership and Revenue leadership to improve the customer journey on strategic handoffs
- Define and Optimize Customer Lifecycle throughout the global organization and metrics for the Customer Success team.
- Inspire Customer Success Across Company by driving a company-wide culture of Customer Success
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education/Experience:
- 6-8+ years of experience at a director level or above in customer success / key account management preferred
- Bachelor’s degree or equivalent experience required, graduate degree or MBA is preferred
- Experience and ability to recognize market trends or inefficiencies in the professional services market
- Excellent leadership and communication abilities
- Strong business writing abilities
- Excellent organizational and analytical skills necessary to develop topic-specific reports with a strong attention to detail
- Excellent verbal English communication skills, as well as strong presentation and client-facing communication skills
- Track record of over-achieving your goals, exhibiting proactive behavior and a willingness to take intelligent risks
- Ability to use good judgment, prioritize and plan work well, and execute deliberately
- Action-oriented, naturally curious, and research-minded with the ability to compile, analyze, and summarize large amounts of information quickly
- Strong consultative customer service and project management style
- Ability to handle multiple tasks with varying time constraints while maintaining accuracy and meeting deadlines
- Proven ability to operate both strategically and tactically in a high-energy, fast-paced environment
- Enthusiasm to tackle new projects and pitch in to help the team
- Interest in international business and ability to contribute at a consistently high level. We do business across 185+ countries, so there is a lot to learn!
Velocity Global is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by State and/or Federal Law.
How to Apply
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