Director of Customer Success

Position: Director of Customer Success

Company: WalkMe

Description:

WalkMe is looking for an all star Director of Customer Success to lead our 30+ people team in engaging, retaining and driving our customer renewals with usage of our existing and new product offerings.
The position include managing a local team – including account managers (CSM’s), support and professional services team.
the Director of Customer Success is responsible for customer satisfaction, This includes product onboarding, customer change management, planning, communication and resolution of customer support requests.

The expected end result is increased customer satisfaction, industry leading renewal rates, and year over year order growth. The ideal candidate is passionate about customer advocacy, is driven towards delighting customers, and brings a track record in customer success and professional services. Experience setting up a customer success organization within a SaaS company is essential. The Director of Customer Success will be responsible for building a high-performing Customer Success team focusing on the delight and retention of our over 250+ customers. If this sounds like an exciting opportunity and a fit with your background, we’d love to speak with you!

Recruit, develop and retain a team of Customer Success Managers dedicated to customer success and long-term customer partnerships
Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, on-boarding, and implementation services and training)
Build and nurture C-level relationships across top accounts to solidify partnership with WalkMe
Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of WalkMe products and services
Devise a customer contact methods to monitor and improve renewal/retention rates
Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement

6+ years experience building and managing a professional services, Customer Success and/or technical support organization
Proven ability to motivate and focus a team and to develop individuals
Hands-on experience of implementing technology products for use by external customers
Experience with SaaS solution offerings and ability to articulate the benefits of WalkMe
Enthusiastic and creative leader with the ability to inspire people
Ability to drive customer renewals and customer success
Ability to create a performance and metrics focused culture
Strong oral and written communication skills
Bachelors Degree in related field required

WalkMe™ is the Enterprise-Class Online Guidance and Engagement platform.

We’ve designed a platform which helps businesses to eliminate online confusion, while at the same time raise efficiency and reduce costs.

Think of it like a GPS, but instead of giving driving directions, WalkMe™ guides users every step of the way to successfully complete their online tasks. Through a series of interactive tip balloons overlaid on the screen, tasks are broken down into short, step-by-step guided instructions. These balloons help users act, react and progress through their online experience. WalkMe™ eliminates guesswork, as well the frustration of following video tutorials or digging through tedious Q&A pages.

WalkMe™ focuses on solving the needs that are specific to customers and strives to deliver technology that helps them be more effective and efficient. For example, we work with customer service managers to help increase self-service adoption and reduce incoming service requests, thus freeing them to focus their efforts on more critical and difficult customer care concerns. We also give SaaS providers an indispensable tool to easily highlight new and advanced features on their software, without their customers complaining of the inability to understand how to operate them. We provide real value to you and to your customers, users and employees. Customers use WalkMe™ to increase conversion rates, reduce customer service costs, increase self-service adoption, accelerate training and improve customer experience.

WalkMe™ has received wide industry recognition and acclaim. Amongst them: “Cool Vendor” by Gartner, Red Herring Top 100 Award, “Top Apps That Will Change Your Business” by CIO Magazine, and more.

Contact: careers @ walkme . com