Safetraces - Pleasanton, CA
posted about 2 months ago
SafeTraces is looking for a Director of Customer Success responsible for directing all aspects of our customer relations, policies, objectives, and initiatives, delivering best-in-class customer service to our channel partners and direct customers in the built environment, and unlocking the value of our technology and data for our customers. The fast-moving nature of the work requires excellent interpersonal and customer success skills, strong analytical and problem-solving skills, effective written and verbal communication skills, as well as strong supervisory and leadership skills. In this role, you will understand partner and customer needs and communicate those internally to ensure alignment and responsiveness. You will develop and implement policies and procedures that facilitate and grow long-lasting partner and customer experiences. Defining the right interaction model and evaluating its success will be key responsibilities, as will establishing service levels and requirements that meet customer expectations. You will also be tasked with developing and implementing analytics to track and improve partner and customer feedback, ensuring that the voice of the customer is heard and acted upon. Training and quality assurance programs for new team members will be part of your remit, as well as connecting customer and partner feedback to product development and management. Building a world-class team and functional capability to deliver for our customers is essential, as is acting as the liaison between partners, clients, and the SafeTraces team. You will be part of a culture that values collaboration, respect, transparency, ethics, efficiency, high achievement, and fun!