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    Director of Customer Success, North America - Toronto, Canada - ECOONLINE

    ECOONLINE
    ECOONLINE Toronto, Canada

    2 weeks ago

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    Description

    About us.

    Workplace safety is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.

    By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety compliance and sustainability.

    If you're interested in impacting the lives of others and being a part of a rapidly growing global organization, we hope you'll consider joining us

    About the Role

    We are seeking an experienced and dynamic Director of Customer Success to lead
    our North American Customer Success department across multiple product lines. In this role, you will be responsible for overseeing and optimizing the customer journey, ensuring successful adoption of our various software products, and providing top-notch technical support.

    You will lead a team of Customer Success Managers, and Technical Support Specialists, directly managing team members while also providing leadership and guidance to other indirect reports. As a key member of our Customer Success leadership team, you will report to the VP of Customer Operations.

    Responsibilities
    1. Team Leadership:

    • Directly manage and mentor a team of Customer Success Managers, and Technical Support
    Specialists.

    • Provide leadership and guidance to other team members in an indirect capacity, fostering a
    collaborative and high-performance culture within the department.
    2. Customer Journey Optimization:

    • Develop and implement strategies to enhance the overall customer experience and
    satisfaction across multiple product lines.

    • Collaborate with cross-functional teams, including Sales, Product Development, Engineering
    and Marketing, to ensure alignment with organization initiatives.

    • Develop customer management strategies for the team to deploy ensuring positive
    customer growth including upsells and cross sells.
    3. Technical Support Management:

    • Manage the Technical Support team, ensuring timely and effective resolution of customer
    issues and inquiries related to all product lines.

    • Implement and monitor support performance metrics and KPIs.

    4. Customer Success Strategy:
    Information classification: Internal

    • Develop and execute a comprehensive customer success strategy across all product lines to
    drive customer retention, expansion, and advocacy.

    • Identify opportunities for upselling and cross-selling to existing customers across different
    product offerings.
    5. Customer Feedback and Insights:

    • Gather and analyse customer feedback and data across multiple product lines to identify
    trends, issues, and opportunities for improvement.

    • Ensure ongoing feedback loop with Product and engineering teams to advocate necessary
    changes and enhancements based on customer insights for each product.
    6. Reporting and Metrics:

    • Create and maintain reports on customer success metrics, including team performance
    indicators and scorecards, customer satisfaction, NPS, and retention rates for each customer
    segment and product line.

    • Provide regular updates to the VP of Customer Operations on departmental performance.

    Qualifications

    • Bachelor's degree in Business, Marketing, or a related field.

      • 2+ years proven experience in leading and managing Customer Success, and Technical Support teams in a B2B SaaS environment, preferably across multiple product lines.

      • Strong understanding of customer success best practices, customer journey mapping, and customer feedback analysis.

      • Excellent communication and interpersonal skills.

      • Data-driven mindset with the ability to use analytics to make informed decisions.

      • Strong leadership and team-building abilities.

      • Ability to thrive in a fast-paced, dynamic environment.

    What We Offer:

    EcoOnline has a flexible workplace policy that allows you to work on a hybrid remote basis, both from home andin the Toronto office . We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else

    Interested but don't feel you meet all the qualifications?

    Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria but have the aptitude and capability. Our priority is to ensure we set people up for success.

    Diversity, Equity & Inclusion.

    EcoOnline is proudly an equal opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

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