Director, Market Success

Company:

Job Posting Location:

Job Title: ​

Job Description: ​

Market Success Management:

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  Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives.
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  Collaborate closely with Product Management and Market Strategy teams to embed Market success leaders within specific markets, ensuring a deep understanding of client needs, industry trends, and competitive landscape.
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  Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizingpartner success and driving product adoption.
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  Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients.

Helpdesk Operations:

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  Lead and manage the Helpdesk operations, ensuring efficient handling of client inquiries, incidents, and service requests according to defined SLAs.
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  Implement and optimize Helpdesk processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality.
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  Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff.

Partner Satisfaction and Escalation Management:

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  Champion a partner-centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients.
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  Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction.

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  Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience.

Cross-functional Collaboration:

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  Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues.
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  Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions.
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  Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices.

Qualifications:

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  Bachelor's degree in Computer Science, Information Technology, is a plus. Advanced degree or relevant certifications are a plus.
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  Proven experience in a Customer Success role within a technical support or customer service organization, preferably in a SaaS or technology-driven industry.
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  Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable.
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  Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels.
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  Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement.
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  Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks.
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  Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.

Location: ​

Pay Range: ​