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About the role
- Director leading Client Solutions team at Alloy.ai managing customer success and relationships. Overseeing initiatives for product adoption and retention improvements.
Responsibilities
- Set the overall vision and strategic plan for the Client Solutions Management team focusing on driving product adoption and driving growth through gross renewals and net retention improvements.
- Manage Alloy’s 7 Customer Success & Engagement Managers across the US & Canada, who are responsible for the entirety of Alloy’s customer base.
- Own Alloy’s Gross and Net Retention numbers. We strive for best in class retention and you will be responsible for delivering on our goals and handling the team’s commercial activities with the help of others.
- Ensure the Client Solutions team has the necessary skills and competencies to deliver business value for our customers, including project management, driving change management and adoption, solving customer business problems, and quantifying and communicating business value.
- Act as an executive sponsor for strategic customers, keeping engaged and productive relationships with senior sponsors across a number of accounts.
- Partner with product and marketing to shape product roadmap and drive account based marketing activities including identifying customer stories, driving advocacy for the Alloy product and increasing reference ability in the market.
- In partnership with People Operations, recruit, hire and onboard open roles on your team as we scale up as well as develop and manage career paths for your team.
Requirements
- 6+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields.
- 3+ years of experience leading and managing teams in SaaS customer success, management consulting or related analytical, consultative, client-facing fields.
- Demonstrated ability to retain millions of dollars at a best in class level with an ownership mindset.
- Ability to uplevel direct reports and build scalable enablement curriculum and processes.
- Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring.
- Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business.
- Demonstrated senior selling skills within consultative projects.
- Ownership mindset demonstrating drive, initiative, energy and a sense of urgency.
- Highly motivated, self-directed, team player.
- Success in recruiting, onboarding, and retaining team members.
- Willingness to travel quarterly to customer on-sites and/or to visit team members.
Benefits
- Salary is based on level of experience and final scope of role. Alloy reserves the right to update salary ranges based on required skill set, job scope, market conditions, etc. at any time.
- Salary is a mix of base and and semi-annual on target bonus tied to team and company performance.
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