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Director of Customer Success
TRAPP TECHNOLOGY INC • Remote • Posted 4 days ago
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Remote • Full-time • $85,000-$100,000/yr • Senior Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Director of Customer Success at TRAPP TECHNOLOGY INC will oversee all aspects of the customer experience, including onboarding, product support, customer training, and relationship management. This role involves leading the customer success team, developing customer success programs, collaborating with technical teams, and ensuring seamless service delivery and optimal customer outcomes. The position is remote or based in Phoenix, AZ, and requires close collaboration with the Director of ArmorPoint Operations.
Responsibilities
- Manage and Lead the Customer Success Team.
- Develop and Lead Customer Success Programs.
- Collaborate with Managed IT and Technical Teams.
- Use data analytics to monitor customer health.
- Implement feedback loops for customer insights.
- Align customer success strategies with product roadmaps.
- Ensure smooth product implementation and ongoing education.
- Develop strategies to reduce customer churn and improve retention.
- Ensure all customer support requests are managed effectively.
- Conduct regular meetings with assigned customer accounts.
- Track and report on key customer success metrics.
- Manage customer success toolset effectively.
- Provide guidance, leadership, and mentorship to the team.
- Contribute to the long-term customer success strategy.
- Collaborate closely with the CRO/CMO and the Director of ArmorPoint Operations.
- Work with internal teams to gather feedback for product updates.
Qualifications
Required
- High School Diploma or GED equivalent.
- 6+ years in relevant roles related to customer success, solutions, sales enablement, or go-to-market strategy.
- 2+ years of experience in the computer or IT industry in a technical or hands-on position preferred.
- 3+ years of leadership experience in customer success or program management.
- Experience using customer success tools, platforms, or CRM systems.
- Proven ability to manage multiple tasks and deadlines.
- Strong interpersonal and communication skills.
- Technical awareness of IT services.
- Exceptional organizational, time management, and analytical skills.
- Service awareness of key IT services provided by the organization.
Full Job Description
Job Details
Job Location
Remote or - Phoenix, AZ
Remote Type
Fully Remote
Position Type
Full Time
Salary Range
$85,000.00 - $100,000.00 Salary/year
Job Shift
Standard (8AM to 5PM)
Description
The Director will oversee all aspects of the customer experience, including onboarding, product support, customer training, and relationship management. The position will oversee the customer success program within ArmorPoint, sister company of Trapp Technology. The Director will work closely with the Director of ArmorPoint Operations, who oversees the delivery of ArmorPoint services, including the Security Operations Center (SOC), to ensure seamless service delivery and optimal customer outcomes.
Responsibilities:
Qualifications
Job Location
Remote or - Phoenix, AZ
Remote Type
Fully Remote
Position Type
Full Time
Salary Range
$85,000.00 - $100,000.00 Salary/year
Job Shift
Standard (8AM to 5PM)
Description
The Director will oversee all aspects of the customer experience, including onboarding, product support, customer training, and relationship management. The position will oversee the customer success program within ArmorPoint, sister company of Trapp Technology. The Director will work closely with the Director of ArmorPoint Operations, who oversees the delivery of ArmorPoint services, including the Security Operations Center (SOC), to ensure seamless service delivery and optimal customer outcomes.
Responsibilities:
- Manage and Lead the Customer Success Team: Lead a team of Customer Success Managers, providing direction, mentorship, and performance management to ensure the team delivers exceptional service and meets key customer success metrics.
- Develop and Lead Customer Success Programs: In collaboration with the Interim Chief Revenue Officer, create and manage customer success initiatives tailored to the needs of clients, ensuring the secure implementation, adoption, and optimization of ArmorPoint solutions.
- Collaboration with Managed IT and Technical Teams: Work closely with technicians delivering managed IT, service desk, and other IT services to ensure customer success initiatives align with service delivery goals and resolve technical issues efficiently.
- Data-Driven Customer Health Monitoring: Use customer data analytics and product usage patterns to proactively identify trends, address customer needs, and mitigate churn risks.
- Customer Feedback and Advocacy: Implement feedback loops with customers to gather insights on product usage and satisfaction. Develop customer advocacy programs to drive engagement, including testimonials, case studies, and beta testing opportunities.
- Collaboration with Cross-Functional Teams: Partner with Sales, Product, Engineering, and Support teams to align customer success strategies with product roadmaps and sales objectives. Collaborate closely with the Director of ArmorPoint Operations to ensure the delivery of services, including SOC and IT managed services, meets customer expectations.
- Customer Onboarding and Training: Work closely with the teams responsible for onboarding of new clients, ensuring smooth product implementation and ongoing education. Ensure smooth transition of customers from sales, to implementation and onboarding, and ultimately to Customer Success team.
- Retention and Upsell Strategies: Develop strategies to reduce customer churn and improve retention by ensuring customers see ongoing value from ArmorPoint's solutions. Identify upsell and cross-sell opportunities and collaborate with the Sales team to capitalize on them.
- Governance of Customer Support and Service Delivery: Ensure that all customer support requests are managed in accordance with contracted services, working with the Director of ArmorPoint Operation's technical teams to resolve technical issues quickly and efficiently.
- Provide Support for Client Cadence Meetings: Ensure Customer Success Managers conduct regular meetings with assigned customer accounts to provide status updates, review performance metrics, and address any concerns. Build strong, trusted advisor relationships with clients.
- Customer Success Metrics Tracking: Track and report on key customer success metrics, including retention, satisfaction, and solution adoption, using insights to continuously improve programs and customer experiences.
- Customer Success Tools and Technology: Alongside the Business Applications team, manage the customer success toolset and ensure the team uses technology effectively to monitor customer health, track issues, and communicate with clients.
- Leadership and Team Development: Provide guidance, leadership, and mentorship to a multidisciplinary team, including Customer Success Managers. Oversee hiring, training, performance management, and career development of the customer success team.
- Strategic Input for Customer Success: Contribute to the long-term customer success strategy, ensuring alignment with the company's overall growth goals, revenue targets, and executive vision.
- Alignment with Revenue Goals: Collaborate closely with the CRO/CMO and the Director of ArmorPoint Operations to ensure customer success initiatives align with revenue growth, service delivery, and retention strategies.
- Continuous Improvement: Work with internal teams, including Operations and Product, to gather feedback and incorporate insights into future product updates, ensuring that ArmorPoint's solutions continue to meet customer needs.
- Other duties as assigned.
Qualifications
- High School Diploma or GED equivalent required; Bachelor's degree in a related field preferred or equivalent experience.
- 6+ years in relevant roles related to customer success, solutions, sales enablement, or go-to-market strategy.
- 2+ years of experience in the computer or IT industry in a technical or hands-on position preferred.
- 3+ years of leadership experience in customer success or program management.
- Experience using customer success tools, platforms, or CRM systems to manage and monitor customer health and engagement.
- Proven ability to manage multiple tasks and deadlines in a fast-paced, technology-driven environment.
- Strong interpersonal and communication skills, including active listening, customer care, and collaboration across departments.
- Technical awareness of IT services and the ability to resolve technical issues in collaboration with the Director of ArmorPoint Operations and the Service Delivery team.
- Exceptional organizational, time management, and analytical skills.
- Service awareness of key IT services provided by the organization, including SOC and security monitoring services.
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