Director, Customer Growth (FieldEdge) - Hybrid

Company Description

Take a seat on the Xplor rocketship to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all-in-one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth.

We are looking for a Director of Customer Success who will be responsible for the following:

Leading and managing a team of Customer Growth Managers

• Hire, lead, develop, and drive performance of Customer Growth Managers
• Hold regular one-on-ones and team meetings to set the vision, inspire and grow.
• Innovate and trial new things for improvements.
• Set and achieve clear team objectives.
• Recognize high performance and reward accomplishments
• Encourage creativity and educated risk-taking.
• Resolve escalated issues.
• Partner with peers for continuous improvement.

Leading the evolution of the Customer Growth process

• Work with the Director of Customer Growth to help develop highly effective Playbooks, Success Plan Frameworks and related processes that support an effective, consistent and measurable customer engagement.
• Assess and innovate timely processes to ensure our customers are adopting to our products successfully.
• Collaborate cross-functionally with internal stakeholders to drive value and growth. Share customer insights that inform future product developments.

Executing on Customer Growth Priorities

• Drive value that leads to higher retention and growth.
• Execute up-selling and cross-selling opportunities with current customers.
• Mitigate risk and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Discover use cases, uncover business needs and drive expansion.
• Serve as a product, company ambassador, and ensure our strong culture remains intact.

The average base salary pay range for this position is $120,000 to $140,000. Position is eligible for commission/incentive plan.

Qualifications

Experience

• 5 years’ experience in Customer Success, Account Management or transferable experience (preferably in B2B).
• Minimum of 10 years' experience in people management.
• Analytical and an intermediate to expert user in Excel.

Knowledge

• CRM experience with Salesforce and Gainsight or similar.
• Great interpersonal skills with a positive attitude.
• Resourcefulness and independent problem-solving ability

General Attributes:

• Self-motivated with a strong team attitude.
• Operates with a high level of empathy and integrity.
• Process oriented.
• Strong work ethic and impeccable integrity.
• Adaptable to fast change.
• Innovative business and technical problem solver.
• Customer advocate.

Additional Information

Some of the perks of working with us: 

• Unparalleled opportunities to learn and accelerated career development
• Health, Life, Dental, Vison, 401K Match, Paid Holidays, Flexible PTO
• A collaborative, team environment with people who truly love what they do
• Competitive Gender Neutral Paid Parental Leave 
• Access to mental health support

How to apply?

To start your application with us, please submit your resume and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad.

More about us 

We're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing ‘everyday life’ verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.

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