Director, Customer Experience / Customer Success - 2021
Company URL: www.helixa.ai
Company Location: New York, and Milan, Italy
Company Type: Startup, venture-funded, market-proven product, existing revenue, and client base
Position Location: New York (Midtown)
Helixa is a forward-thinking audience intelligence and insights platform. We help media companies, brands, and their agencies connect in a more meaningful way with the audiences that matter most to them and identify new opportunities and pathways to growth.
We use public social data and, using our advanced AI engine, transform it to provide research insights into Audiences and Customer Segments, their Demographics, Psychographics, Interests, and Affinities. We look at groups of people, or cohorts, from every angle and dimension to deliver insight into both their hearts (behavior, interests, beliefs) and minds (stated intentions). Our clients use these insights to engage with their audiences in a more meaningful way and they inform every aspect of the marketer process, from ideation to execution.
As Director, Customer Success, you and your team are responsible for the customer’s experience with Helixa from the time they sign with us all through their tenure.
Onboarding, Training, Supporting, Managed Services, and Renewing client relationships fall within your and your team’s responsibilities, but, equally important, you are tasked with structuring the workflow and teams to facilitate our increasing client base which includes SMB, mid-market, and Enterprise clients with varying needs and knowledge levels.
The ideal candidate has worked in companies that provide or rely on market research information and you understand the difference between providing “just support” and creating an unparalleled customer experience. You are ready to take your experience to the next level with a company that has a product clients love and that is growing fast. This role reports directly into Senior Management.
You and your team are responsible for all aspects of the client relationship after a contract is executed:
Managed services and research assistance
You manage a team of Client Engagement Managers and analysts to make sure the team has the right skill sets and is appropriately sized and deployed.
Interact with Sales, Marketing, and Product Development to ensure that your team has all information necessary to manage the clients
Collect, prioritize and provide feedback to all other departments related to product usage, case studies, successes, and issues that need to be addressed.
Measure, report, and manage customer satisfaction levels
Be responsible for the customer success portal and its content as a tool to manage customer interactions.
Secure client renewals, manage logo retention and net dollar renewal levels
4-6 years of professional in Client facing Customer Service and Customer Success roles with proven increasing responsibilities.
Proven expertise in motivating and managing a small team of Support and Engagement Managers.
Experience working in a Market Research or related environment and an innate understanding of the value of research information for clients is key
Strong analytical, verbal, and written communication skills
Excellent organizational skills
Expertise with Google tools like Docs, Slides, and Sheets
College degree or equivalent experience from another source
Experience with marketing and sales enablement tools such as Hubspot preferred
Well-versed with the latest social media trends and an active user across multiple channels
What We Offer
A fulfilling work environment with the opportunity to be heard, contribute, learn and stretch and grow
A competitive salary, plus bonus opportunity for exceeding goals
Stock options for long term wealth building opportunity
A comprehensive and competitive benefits package with comprehensive and affordable health and dental insurance, flex spend account, 401k plan, the works
The ability to work flexibly, in the office, and remotely