Director, Customer Success

Company: Amerifleet
Location: Saint Louis
Posted on: June 10, 2021

Job Description:

Apply

Job Type

Full-time

Description

At ACERTUS, culture is everything. We want people to want to work here. We have weekly huddles to hear from our team on how we can improve. And guess what? We act on your ideas!

As a Director, Customer Success, you will be responsible for driving the post-sale engagement strategy across multiple product lines within ACERTUS. We are looking for an organized, tech-savvy, intellectually curious leader with excellent communication skills and the ability to learn quickly. You will help build industry-leading processes for customer onboarding, business retention strategies and relationships. This role will also play an integral role in developing talent strategies, building capabilities throughout the customer success team and providing on-going growth and development for your team.

At ACERTUS, we are disruptors in the industry- utilizing data to back our strategic plans. You should be a stickler for meeting deadlines and manage high velocity and intense business operations seamlessly.

Are you looking for a great place to advance your career? ACERTUS is in hyper-growth mode, and we cannot grow without you. We are now a part of Inc. 5000's, America's Fastest-Growing Private Companies. This is your opportunity to join our high-performing team and be a part of something BIG!

What you will be doing:

• Develop strong internal partnerships with customer success, product and technology, operations, sales, and marketing to assure that services are seamlessly delivered in an integrated, aligned, and collaborative manner to produce business outcomes that positively impact onboarding, adoption, and retention.
• Own the executive level customer relationships for services and collaborate with sales on negotiations, and communication for all new and existing customers.
• Operationalize the business processes to scale the Customer Success organization for significant growth.
• Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities.
• Develop performance metrics and benchmarks to measure customer health and team performance. Own tracking and reporting of meaningful metrics and share out to internal stakeholders.
• Keep employees, teams and management engaged, motivated and focused on short-term urgencies while preparing for long term growth.
• Passion for developing teams and providing leadership to both formal and indirect reports.
• Demonstrated communication and facilitation skills, proven track record of building relationships with senior stakeholders, and ability to handle multiple priorities.
• Ability to translate complex technical issues into tangible solutions.

Requirements

What are we looking for?

• Track record of excellence as a people manager who has built high-performing teams with a player-coach mentality.
• Prior experience positioning and delivering services across multiple verticals and market segments. Strong communicator and high achieving attitude.
• Superior and proven communications, both in writing and verbally
• A collaborative approach at the executive and team level, working closely with Sales on opportunities and a smooth, seamless handoff to Customer Success.
• Ability to use coaching and mentoring skills to help others meet their full potential.
• Empathy, humility and great listening skills
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.
• The desire and ability to roll up your sleeves and get into the trenches on a regular, ongoing basis.
• Personal responsibility to manage change.

Education and Experience:

• Bachelor's degree or equivalent professional experience
• 7+ years' experience leading and helping to scale Customer Success Management organizations preferably in the logistics or transport space.

Benefits

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

• Medical, Dental and Vision Insurance
• Company Paid Time Off
• 7 Company Paid Holidays
• 401(k) with company match
• Tuition Reimbursement
• Casual Dress Code

COVID-19 Precautions/Procedures

• Virtual and In-person (socially distanced) interview process
• Personal protective equipment provided and/or required.
• Daily temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place.

About ACERTUS

ACERTUS is as an automotive logistics provider that utilizes technology to provide unparalleled service and visibility into the transportation process accompanied by a full suite of vehicle lifecycle solutions. Our people, process, and innovative technology are the engine behind our relentless drive to deliver. We believe in enhancing our customers' experience by providing end-to-end solutions throughout the lifecycle of a vehicle. ACERTUS offers a suite of vehicle transportation services, customizable technology, a national title and registration platform, compliance services, home delivery and pickup, and a growing vehicle storage footprint throughout North America.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

• MON*

Keywords: Amerifleet, St. Louis , Director, Customer Success, Other , Saint Louis, Missouri