Leader of Customer Experience Management
hace 1 semana
**Our Company Culture**
Rocket Software is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We strive to embody our core values of Empathy, Humanity, Trust, and Love in everything we do, both internally and externally.
Our team members are passionate problem-solvers, working to make a difference for others by helping our customers solve their most complex business challenges.
We believe that every Rocketeer can thrive by bringing their full selves to work, and we are committed to continually driving inclusivity, diversity, and equity in our workforce.
In this role, you will have the opportunity to join our team of innovative and driven professionals who are dedicated to delivering a differentiated customer experience unmatched by anyone in the software business.
Job Description
We are seeking an experienced leader to lead our Senior Customer Success Managers (CSMs) and work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives.
Your team will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs.
This is a tremendous opportunity to impact our CS organization as we strive to create positive customer outcomes and experiences.
You will be responsible for developing and implementing successful customer success and cross-functional processes, as well as leading a high-performing team of CSMs focused on specific product brands.
The ideal candidate will have 5-7+ years of Customer Success Management/Leadership experience, with a proven track record of developing and implementing successful customer success and cross-functional processes.
They will also have direct people management experience, with a preference for remote team management, and experience leading teams that manage Enterprise customers.
Responsibilities
- Lead a high-performing team of Senior Customer Success Managers (CSMs)
- Develop and implement successful customer success and cross-functional processes
- Work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives
- Engage with customers to ensure they are getting the maximum value from their Rocket investments
- Track successes and regularly review business needs
Qualifications
- 5-7+ years of Customer Success Management/Leadership experience
- Proven track record of developing and implementing successful customer success and cross-functional processes
- Direct people management experience, with a preference for remote team management
- Experience leading teams that manage Enterprise customers
- Strong empathy for customers and a genuine belief that their success translates into Rocket's success
- Deep understanding of value drivers in recurring revenue business models
- Creative, resourceful, detail-oriented, and highly organized
- Analytical and metrics-driven work style
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