Customer Success Director

Company Description

Traackr is a global technology company with offices in San Francisco, New York, Boston, Paris and London. Our influencer marketing platform enables brands to find, manage and analyze their influencer programs across all major social media channels. Our clients include L'Oréal, Estee Lauder, Coty, Samsung, and Adidas.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and lifting their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team!

This position is 100% remote, based in the Eastern Timezone.

Job Description

As a Customer Success Director, you will own the successful implementation of Traackr within our global customers based in US/Europe, in particular, L’Oréal. This means:  

• To directly execute our customer success strategy with our global and most complex clients, coordinating activities across multiple clients and Traackr teams to deliver exceptional client satisfaction and account growth
• To play an active role in our global customer management and product strategy by providing real-time input into the company strategy to optimize client success
• Setting the implementation strategy and monitoring adoption in collaboration with Traackr’s Client Partner for your accounts
• Agreeing directly with our clients on annual targets and implementation plans
• Engaging directly with multiple client teams to optimize the use case for Traackr and maximize the adoption of the platform
• Leading the implementation of new projects or features with your portfolio
• Coordinating activities with client teams across multiple geos or divisions
• Coordinating Traackr CS teams globally to deliver the agreed strategy at the global level
• Being able to step in as a product expert if needed to train users on specific functionalities
• Collaborating with other Traackr teams, such as Client Partners, CS Operations, Professional services, or our Product team, to optimize client satisfaction and resource efficiency
• Providing timely feedback on the client needs, satisfaction, and expectations to the organization in a view to optimize retention
• Driving quarterly account reviews in collaboration with the Traackr Client Partner
• Identify possible expansion opportunities in collaboration with the Traackr client partner

As a senior member of the team, we will also expect you to provide support and coaching to the broader CSM team based in Europe/US in collaboration with the Global head of CS, including: 

• Supporting complex projects and/or implementations in collaboration with the dedicated CSM and provide mentorship
• Becoming a point of reference for local team members on specific client or tech questions
• Leading by example locally on company processes and excellent account and project management skills
• Contributing to the ongoing improvement of our resources and processes globally in collaboration with the Head of CS and CS Ops director

The core KPIs for success for the role will include the following: 

• Client satisfaction 
• User adoption and implementation of core Traackr features
• Gross and net retention

Year 1 core objectives: 

• Continue improving productivity and efficiency in our support and training processes. This includes growing the impact of the Academy (better scope coverage, higher take up  and completion rates)
• Continue to refine our implementation processes in line with the plan for this role
• Contribute to the upskilling of the CSM team. Grow existing members into a CS lead capacity (esp in Europe)

Qualifications

• 10 years experience in a client facing roles - either in Sales or Customer Management function
• Past successful experience in the Saas industry - preferable in Sales & Marketing (Marketing Tech, Brand tech)
• A good understanding of social networks and their impact on brand communication
• Experience managing or working within complex organizations involving multiple stakeholders and cross-functional teams in an international environment
• Strong project management skills

Additional Information

Traackr is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Traackr Privacy Notice<