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Director of Client Success

YouVisit is one of the fastest growing virtual reality technology companies in NYC, offering the only fully integrated platform for creating, distributing and monetizing virtual reality and other immersive experiences across all devices, including headsets, mobile and desktop. The company has empowered thousands of organizations and individuals, including leading brands, in the travel, education, real estate and entertainment spaces, to create and share memorable and interactive virtual experiences.

We seek an experienced Director of Client Success to join our energetic and dedicated client success team.

 

Responsibilities:

  • Optimize Client Relationship Cycle
  • Oversee onboarding and training of new clients, lead project management for new accounts and ensure the successful engagement throughout the entire post-sale lifecycle of clients.
  • Develop and enhance client lifecycles and processes from sales hand off through ongoing relationship management
  • Oversee the development and enhancement of standard Project Management processes
  • Develop and enhance engagement processes
  • Develop and enhance standard meetings and marketing materials
  • Be main point of contact for escalations
  • Identify other opportunities for improving the client experience
  • Make Value your team’s #1 priority
  • Oversee and manage the Client Success team with a focus on optimizing processes, team structure and developing professional skills and advancing career growth.
  • Ensure that the team is consistently looking for new ways to prove value with existing client segments
  • Training the team to increase the business value of the platform to clients through gaining a deep understanding of clients’ business strategies and objectives.
  • Ensure that the team is sharing best practices for success with each other and with clients
  • Promote the effectiveness of the Trusted Advisor relationship
  • Strive to create advocates
  • Lead Cross Functional Team Communication
  • Act as the liaison between clients and internal teams (Product, Client Success, Sales and Marketing) to prioritize issues, elicit feedback, and identify how we can constantly improve our product and client experience.
  • Ensure that all team members receive timely company updates
  • Work with sales, marketing and product teams to ensure a consistent message and client experience throughout all touch points
  • Help champion the company wide adoption of a customer-focused culture
  • Build out company wide NPS rewards and recognition system
  • Own Key Metrics for your Team
  • Client Retention
  • Revenue Retention
  • Revenue Generation
  • Referrals Generated
  • Drive data collection and case study creation
  • NPS Score
  • % of Projects completed on time

 

Requirements:

  • 4+ years managing a Client Success team and strategy for a SaaS platform
  • Experience supporting global brands with high contract values
  • Track record of exceptional client service, retention and growth
  • Experience in training team members, implementing process
  • Experience in upselling
  • Experienced or certification in Project Management
  • Exemplary written and oral communication skills
  • Ability to work in a fast paced, team environment
  • Strong technical application skills including: Salesforce, Yesware, Slack, Google Suite, Adobe CS.
  • BA/BS degree in related field

 

YouVisit is an equal opportunity employer.



 

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