Director - Customer Success

Location
Urbandale, IA
Posted
Jul 14, 2021
Hotbed
BioMidwest
Required Education
Bachelors Degree
Position Type
Full time

If you like working at a company where individual contribution matters and is recognized, where you can have both autonomy and support to achieve your goals and where creativity and accomplishment are rewarded, then you should consider BioSpace. Our team operates with a fun, entrepreneurial style that combines our passion & high-energy with an aggressive growth vision.

BioSpace has an exciting opportunity for a Director of Customer Success to join our team and help us achieve our goal of delivering an exceptional customer experience. We are looking for a results-oriented individual that is proactive and thrives in a fast-paced environment. You will be responsible for enhancing our existing processes, lead & grow our Customer Success team and proactively identify new opportunities for improvement. As a player-coach, you will also have the opportunity to work directly with clients and to lead by example.

In this position you will:

  • Build out Customer Success function and lead a growing, high-performance team
  • Develop and implement plans, processes, and best practices to support the day-to-day activities of the team
  • Develop an intimate understanding of our business, products, services and customers to serve as a subject matter expert (SME) and to lead forward-thinking initiatives
  • Collaborate with Sales, Marketing and other internal teams to maximize client ROI
  • Collaborate with Product and Operations to improve internal processes, and to translate the voice of the customer into product improvements that increase client engagement
  • Maintain and build long-term relationships with key clients
  • Ensure that BioSpace clients receive full-service support
  • Increase client utilization, engagement and promote best practices
  • Assist in the identification of potential upsell opportunities and contribute to overall account growth
  • Creatively and efficiently resolve issues and navigate challenging situations
  • Use data and analytics to provide valuable insights to BioSpace clients and internal stakeholders
  • Initiate and maintain a proactive schedule of touch-points with BioSpace clients

Position requirements:

  • 5+ years of customer success or strategic client-facing experience
  • 2+ years of management experience
  • Experience in working with startups or SAAS company and designing processes from scratch is preferred
  • Experience with value demonstration, adoption and customer segmentation
  • Bachelor’s degree
  • Proficient in MS Office (Word, Excel, Outlook, Powerpoint)
  • Experience in utilizing a CRM system (Salesforce experience a plus)
  • Superb written and oral communication skills
  • Creative knack and the ability to connect with people
  • Ability to multi-task and thrive in a fast-paced environment
  • Ability to work independently and collaborate freely with team members

Equal Opportunity Employer M/F/D/V

Reference, Background, and Credit Checks Required.

Qualified candidates should send cover letter and resume to:

BioSpace Human Resources
hiring@biospace.com