Director of Customer Success

Valid8 Financial - Pleasanton, CA

Full-time - Mid Level

Pleasanton, CA

Professional, Scientific, and Technical Services

About the position

SafeTraces is seeking a Director of Customer Success to lead all aspects of customer relations, policies, objectives, and initiatives. This role is crucial for delivering exceptional customer service to channel partners and direct customers in the built environment, while maximizing the value of our innovative technology and data. The position requires strong interpersonal skills, analytical abilities, and effective communication, along with leadership capabilities to build a high-performing team.

Responsibilities

• Understand partner and customer needs and communicate internally.
• Develop and implement policies and procedures to facilitate and grow long-lasting partner and customer experiences.
• Define the right interaction model and evaluate its success.
• Establish service levels and requirements.
• Develop and implement analytics to track and improve partner and customer feedback.
• Develop and implement training and quality assurance programs for new team members.
• Connect customer and partner feedback to product development and management.
• Build a world-class team and functional capability to deliver for our customers.
• Act as the liaison between partners, clients, and the SafeTraces team.

Requirements

• 5+ years of related experience required, with prior management experience highly preferred.
• Bachelor's degree required; Master's degree or equivalent preferred.
• Strong experience managing relations with large corporate clients and service providers in the built environment, including engineering, EHS, building automation and controls, and facility services.
• Hands-on experience designing success programs and managing their execution.
• Familiarity and aptitude for property technology, mechanical systems, and data analytics impacting the built environment.
• Problem-solving aptitude and excellent communication skills.

Nice-to-haves

• Experience in the built environment sector.
• Knowledge of safety technology and indoor air quality standards.

Benefits

• Competitive salary
• Health insurance
• Flexible work hours
• Professional development opportunities