Location:
OH

Salary Range:$950,000.00 - $100,000.00


Position Id:
16160

Position Responsibilities:
Reporting to the President of a privately held driver recruitment and safety technology software solutions provider. Specializing in integrated risk mitigation tools, the company has more than subscribers 75 as customers. $375 to $15,000 per month.

The Director of Client Success is a builder leading a team of 5 direct reports (3 client success representatives, 1 trainer, & 1 troubleshooter) responsible for working with existing clients, continuously improving the client experience. Builds and executes quarterly goals, contributes to weekly executive meetings, and run the weekly customer service meeting to ensure we exceed our quarterly goals. Leads, manages, and builds a culture of accountability in the customer service department that puts the right people in the right seats. Designs a set of best practices that will allow for increased agility to improve and remediate issues quickly. Develops and maintains a high-level understanding of ongoing client success trends in the SaaS marketplace to ensure client success is a differentiator. Owns relationships with our enterprise level clients and builds processes that every client feels they love. Provides mid to advanced level support to clients through online, phone and video to resolve issues on system access, how-to’s, configuration-workflow design, and technical troubleshooting. Conducts product demos for current clients to teach and/or cross sell. Manages migration of client data to new product versions as needed.

Background Required:
  • Senior-lead representative role in client success (5 years)
  • Personnel management (3 associates)
  • Client relationship management, retention, & growth
  • Reporting processes (CRM, i.e.: HubSpot, Salesforce)
  • Travel 25%
  • Bachelor’s degree OR equivalent experience (4-6 years business operations, sales, and/or support) experience)
  • Location: Preferred: Cleveland, OH (Home-office environment / remote)
Background Preferred (but not required):
  • Conducted product demo`s
  • DOT and transportation
  • Sold discretionary products, services, & technologies into commercial trucking
  • Safety & driver recruitment acumen
Other Essential Abilities and Skills:
  • Strong communication skills (written, verbal & visual)
  • Growth Mindset
  • Grit
  • Giver
  • Gratitude
If you are interested in this opportunity but you’re not ready to apply, please email the Practice Leader provided below with your questions.

Contact:
Practice Leader: Andrew Keenan
Truckload & Dedicated

akeenan@GlobalESG.com
330.664.9400, ext.168

Click here to apply online