Director, Client Services

Application deadline date has been passed for this Job.

Director, Client Services

  • Post Date:September 30, 2019
  • 23356
  • Views 61
0 Applications
Job Description

 

What we’re looking for.

If you’ve ever thought to yourself that work would be *so* much better if people communicated more thoughtfully and transparently across your company, then this may be a dream job for you. As the Director of Customer Success, you’ll play a critical role in bringing this vision to life for some of the most innovative companies in the world. 

We are looking for an experienced Director of Customer Success who is passionate about the success of our customers and excited about making a big impact on a small team. In this role, you will lead all customer-facing efforts at Honey, including account management, implementation, customer support, and user comms. You will join a close-knit team and work directly with C-level executives on our customer teams as a strategic partner.

You’ll collaborate closely with our sales team and product team to deliver best in class customer experience; build strong, strategic relationships with our account key contacts; create thoughtful, easy-to-understand product education resources; and ensure that Honey’s customer-centric values are held to high standards across the company.

About Honey.

Honey is a modern, beautiful intranet that gives employees a simple, central location to find all of the company information and resources they need. Honey integrates with tools like Slack and GSuite to help give companies a central location for all important news and information across their communities.

We’ve built Honey to be a company communication platform that reflects the way companies already love to share. Our team embraces user-focused design, believes in empowering every workflow, and knows that great teams grow from simple, democratic communication.

We work with some of the most innovative companies in the world, including Github, Opendoor, and Toast.

What you’ll do.

As the head of all Customer Success efforts, you will be charged with delivering and communicating ROI for our clients, throughout the customer lifecycle. As well as serve as a trusted partner for our customers on use-case and product functionality. In practice, this means that you will… 

  • Serve as the main point of contact for all Honey customers, owning all activities across the customer journey, including onboarding, training, and professional services. 

  • Diagnose and mitigate churn risk clearly and own resolution strategies, advising sales leadership of ideal resolutions wherever appropriate.

  • Manage support efforts and small support team, including inbound technical support (email, live chat, very occasionally phone) and product education.

  • Manage user communication efforts, including features launches, user newsletters, in-product messaging, etc.  

  • Convert clients into Honey advocates, leveraging their successes for referrals, references, case studies, blogs, etc.

  • Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts

  • Work closely with our product team to file user-reported bugs and contribute to QA testing efforts. 

  • Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans.

  • Track success of customer success efforts using qualitative and quantitative data. 

  • Report directly to our CEO. 

The human stuff.

  • Emotionally Intelligent. You pride yourself on your thoughtful EQ and interpersonal skills—both with your customers and your colleagues.

  • Hyper-Organized. You’re skilled at building systems, find comfort in project plans and processes, and can confidently align a project team on goals, tasks, and timelines.

  • Confident People Person. Whether leading a training, answering product questions on the fly, having lunch with a customer, or presenting to a leadership team, you’re calm under pressure.

  • Strategic and Consultative. When facing a complex challenge—especially from a customer—you’re eager to find comprehensive solutions, develop strategic suggestions, and share advice. 

The work stuff.

  • 7-10 years in a B2B customer success role OR  7-10 years internal comms experience with a deep desire to move into a client facing role.

  • Deep understanding of value drivers in recurring revenue business models.

  • Experience owning complex, long-term customer relationships that involve multiple stakeholders. 

  • Experience managing customer success and/or support team direct reports. 

  • Experience collaborating with both technical teams and sales teams. 

  • Excellent communication and presentation skills.

Bonus points.

  • You’re passionate about internal comms, employee experience, and the future of work.

  • You’ve worked closely with a technical product team and have experience contributing to feature launch, product education, and QA efforts. 

  • You’re comfortable flying solo (literally) to meet with customers around the world.

Why Honey?

At Honey, we’re on a mission to make work better by making company communications more thoughtful, inclusive, and simple.

We are based in NYC in the Flatiron District, love singing karaoke together, and value a strong work-life balance. You can expect to leave the office by 6:00pm every night and work remotely when it makes your life easier… and at the same time, you can expect to be surrounded by hard working coworkers who are constantly chasing after giant goals and looking for ways to help each other succeed.

Benefits.

  • Unlimited PTO

  • Summer Fridays (Memorial Day – Labor Day)

  • 100% Healthcare coverage