Director of Customer Success

Terra Dotta, LLC is seeking a Director of Customer Success who is responsible for the management of all existing Accounts at Terra Dotta. As a player-coach, you understand how to develop and scale an account management team serving education clients to help drive solution adoption, renewal and expansion, and to achieve the company’s overall revenue goals. You excel at working with existing customers to develop strategic relationships that grow over time. You embrace the chance to tackle a wide range of daily activities and opportunities to coach and develop team members and customers virtually, and in-person.

You are equally comfortable working directly with senior administrators in Education and collaborating with sales to identify upsell opportunities and to report progress against key business metrics.

Your colleagues describe you as energetic, thoughtful and customer-focused. Given your background and experience, you have an understanding of the education field, specifically the nuances of education technology practices. You love working with data and the challenge to develop meaningful insights for administrators and educators that apply to their daily decisions. You love to teach and understand that customers seek new, more effective ways of excelling in their jobs. You take an active interest in education and the edtech market, waking up in the morning wondering, “what’s happening with my customers today?” You have demonstrated success leading/coaching teams to identify and qualify customer subscription renewals and expansions.

THE POSITION:

The Director of Customer Success, reporting to the Chief Strategy Officer, will be responsible for expanding, leading and developing a team of Customer Success Managers (CSMs) who will engage with all of our customers, drive adoption of our platform, secure renewals and collaborate with Sales to identify and close expansion sales. The position demands a proven capacity to set, manage, and surpass customer expectations, while also maintaining strong relationships with internal teams that collaborate with Customer Success.

RESPONSIBILITIES:

• Direct efforts of the Customer Success team that maximize customer value, adoption and usage of Terra Dotta Software.
• Provide regular updates on implementation progress to internal stakeholders, including Customer Success team members, leadership team colleagues and board members as required.
• Facilitate customer engagement with Terra Dotta Software in order to optimize customer product knowledge and platform use.
• Recognize and translate patterns in customer usage, inquiries and requests into actionable steps that improve customer experience, increase retention and capture opportunities.
• Collaborate with sales and marketing with your Customer Success team to refine existing processes and to establish consistent best practices across the entire customer base.
• Achieve established customer satisfaction, usage and renewal metrics.
• Represent Terra Dotta, as appropriate, at on-site customer meetings, including conferences, presentations and webinars.
• Oversee regular data entry/integrity and production of regular internal reports/dashboards in Salesforce.com by the Customer Success team that reflects customer status, product feedback and sales opportunities for expansion.

QUALIFICATIONS:

• Bachelor’s degree preferred
• 5-10 years of customer success, client-facing and/or sales experience
• Proven management experience or other relevant experience
• Experience with Salesforce and/or other CRM preferred
• Familiarity with Terra Dotta software, Higher Education International Office operations or other Higher Education software preferred
• Demonstrate the ability to communicate, present and influence at all levels of the institution
• Natural relationship builder with integrity and reliability
• Critical thinker and active listener
• Self-motivated and able to thrive in a results-driven environment
• Professional and excellent verbal and written communications skills

Job Type: Full-time

Salary: $85,000.00 to $95,000.00 /hour

Experience:

• Management: 3 years (Required)
• Terra Dotta or another higher ed software: 2 years (Preferred)
• Sales: 5 years (Required)
• Higher Ed International Office: 2 years (Preferred)
• Higher Education: 2 years (Preferred)
• customer success or client facing: 3 years (Required)
• Salesforce and/or another CRM: 2 years (Preferred)

Education:

• Bachelor’s (Required)

Location:

• Chapel Hill, NC (Required)

Work authorization:

• United States (Required)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off