Director, Client Solutions - Vancouver - Menlo Ventures

Description

About

At , we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We're tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes.

is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another.

We encourage people of all backgrounds to apply. is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

About The Role

We are looking for a Director for our Client Solutions team. You will oversee a team of client success managers, CSMs, who manage the entirety of 's customer base. The primary charge of this team is to drive value for our customers, and manage executive and commercial relationships - including renewals, upsells, and partnering with sales on cross sells.

At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product's performance. Every part of the organization works toward this objective, and Client Solutions takes the lead.

In this role, you will be expected to lead Alloy's Client Solutions (some people call it customer success but it is more than that) team which includes up-leveling the team and managing customer health at scale. This means ensuring the team is able to understand our customers' needs and priorities, translate them into attainable objectives and successfully execute against them. Additionally, you will be responsible for executive sponsorship of accounts at your discretion. The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy's product roadmap, value statement, and market positioning.

About You

You thrive in a small team where you can make a big impact. You are confident in your toolkit and experience, but you also love to pick up new skills and knowledge.

You are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities.

You have an innate drive to be successful. As a crucial member of a lean and growing company, you want to take initiative, tackle new obstacles and solve problems we have not encountered before. Each problem you solve will leave a mark, shaping the future of our company strategy.

You don't shy away from even the most challenging problems and are relentless in always looking for better solutions. You pursue your personal objectives, but you are also comfortable working with an engineering-oriented team towards common goals. When you know a better way, you voice your opinion.

You are naturally drawn to analytical work. You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value.

You think big and want to change the way an entire industry operates. Driving value for our company and its customers is what motivated you every day.

What You Will Do

• Set the overall vision and strategic plan for the Client Solutions Management team focusing on driving product adoption and driving growth through gross renewals and net retention improvements.
• Manage Alloy's 7 Customer Success & Engagement Managers across the US & Canada, who are responsible for the entirety of Alloy's customer base.
• Own Alloy's Gross and Net Retention numbers. We strive for best in class retention and you will be responsible for delivering on our goals and handling the team's commercial activities with the help of others.
• Ensure the Client Solutions team has the necessary skills and competencies to deliver business value for our customers, including project management, driving change management and adoption, solving customer business problems, and quantifying and communicating business value.
• Act as an executive sponsor for strategic customers, keeping engaged and productive relationships with senior sponsors across a number of accounts.
• Partner with product and marketing to shape product roadmap and drive account based marketing activities including identifying customer stories, driving advocacy for the Alloy product and increasing reference ability in the market.
• In partnership with People Operations, recruit, hire and onboard open roles on your team as we scale up as well as develop and manage career paths for your team.

What We Are Looking For

• 6+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields
• 3+ years of experience leading and managing teams in SaaS customer success, management consulting or related analytical, consultative, client-facing fields
• Demonstrated ability to retain millions of dollars at a best in class level with an ownership mindset
• Ability to up-level direct reports and build scalable enablement curriculum and processes
• Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring
• Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business
• Demonstrated senior selling skills within consultative projects
• Ownership mindset demonstrating drive, initiative, energy and a sense of urgency
• Highly motivated, self-directed, team player
• Success in recruiting, onboarding, and retaining team members.
• Willingness to travel quarterly to customer on-sites and/or to visit team members.

Salary

$155,000 - $210,000 a year. Salary is based on level of experience and final scope of role. Alloy reserves the right to update salary ranges based on required skill set, job scope, market conditions, etc. at any time. Salary is a mix of base and and semi-annual on target bonus tied to team and company performance.

Role

Role is a hybrid role based in Vancouver, BC or Washington, DC or Denver, CO. Hybrid is defined by our company as 3+ days/week in the office when not on vacation. Remote employees will not be considered for this role.