• 27-Jul-2021 to 25-Sep-2021 (EST)
  • Customer Experience
  • USA
  • Full Time

Who we are:

Vbrick enables organizations to leverage the power of video to engage, empower and transform. Our industry leading Rev enterprise video platform is a complete solution for businesses to capture, manage and securely distribute live and on-demand video globally at scale to any device. The world's most widely recognized brands adopt Vbrick solutions to overcome network complexity and risk to meet critical live video needs from CEO all hands meetings to team broadcasts and to support innovative uses of on-demand recorded videos for sales, marketing, training, compliance, security, and user generated content. Vbrick solutions integrate with and complement unified communications systems and provide the analytics and intelligence to maximize return on video investments.

About the job:

The Director of Customer Success will manage Vbrick's Global Customer Success team with the number one goal of preventing customer churn. When it is time for customers to renew their subscriptions there should be no surprises. This role will build a customer journey methodology to ensure we are proactively guiding customers on how to expand usage of video throughout their organization.

This position is both a highly strategic and tactical role to increase client retention, identify new revenue opportunities and maintain/increase satisfaction. This position must be comfortable acting as a player-manager with the ability to roll up their sleeves to ensure best in class client experience.

This position can be located out of our Herndon, VA office - we are fully remote at this time or located Eastern / Central time zone.

What you'll do:

  • Primary leadership point of accountability and/or escalation for top enterprise customers
  • Provide high-quality reporting and insights, and status of account health.
  • Drive customer success through initial onboarding, product adoption, retention and growth initiatives
  • Directly manage select enterprise and strategic accounts
  • Identify revenue opportunities within existing accounts
  • Responsible for the development of content, communication, and training to improve customer success productivity
  • Manage, mentor, coach, and develop a top tier team of CSM's with a diverse set of backgrounds, experience levels, and skills
  • Ensure and monitor proper delivery and effectiveness of customers programs on an ongoing basis through the use of tracking reports and KPI dashboards
  • Collaborate cross-team with Sales, Marketing and Product to streamline workflows and create a seamless customer experience
  • Oversee the delivery, strategy, and maintenance of NPS program.

What you'll bring:

  • 5-10 years' experience in leading strong customer success organizations. Direct management of a customer success team.
  • Understanding of SaaS environment -- opportunities, benefits, and challenges. This could include license management, training on software and technology
  • Proven track record in renewals- must have been directly responsible for renewals.
  • Account Management or Customer Success experience working with high-touch, Enterprise-level accounts
  • Passion for client success and a relentless commitment to advocating for clients and your team
  • Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
  • Analytically minded to be able to leverage data to drive decisions and recommendations
  • High energy level and self-motivated to exceed KPI goals

A little about us:

  • Casual and flexible environment to encourage creativity and collaboration
  • Flexible hours and 4 weeks of PTO to enjoy life!
  • Competitive compensation, stock options and generous benefits

Vbrick is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

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