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Posted over 1 year ago

Senior Director of Customer Success (Senior Director, Transformation and Innovation) 3702BR Role Description Position Responsibilities: The Senior Director of Customer Success is a member of the Global Customer Success Leadership Team and will be responsible for strategic programs, service delivery best practices, enablement and innovation. Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. Our Customer Success team is instrumental in consulting with our customers and delivering value add services that provide the quickest path to success. The Senior Director of Customer Success will design our Customer Success Services Framework to enable our customers’ transformation to cloud/SAAS solutions and ensure successful adoption of these solutions. The Senior Director will be responsible for training and enabling our Customer Success team to deliver consistent, integrated and high-quality, value-added services throughout the customer lifecycle and transformation journey. This position reports directly to our VP of Global Customer Success. Key Responsibilities: Design and implement an innovative customer success framework and integrated processes to deliver a best in class customer experience while enabling profitable revenue growth. Evangelize customer advocacy by implementing best practices for customer onboarding, customer success planning, customer engagement and adoption Enable strategies to increase renewal rates, reduce churn, and enhance our NPS. Design and implement training and enablement plans for our global Customer Success team such that they consistently set the highest standard for the experience provided to our customers and are personally and professionally fulfilled by their work. Drive consistency and alignment for global best practices in all regions. Devise adoption strategies for new products and services on the Ellucian Cloud Platform and to ensure customers are properly educated on our solutions and services. Partner closely with our Sales teams to identify and implement thoughtful growth strategies to identify and drive expansion opportunities within our existing customer base. Partner with leaders cross-functionally to align and enable an integrated, end to end successful customer experience. Optimize the customer lifecycle through journey mapping and customer segmentation strategies. Implement customer success platforms, playbooks and tools. Provide leadership to our team of global customer success managers. Passionately advocate for our customers’ success across all lines of business. Ensure the health, profitability, effectiveness and efficiency of the business. Requirements: 10+ years of experience in services leadership, with proven experience building and leading a service portfolio redesign and global business transformation Customer Focus: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience. Seasoned professional with expertise in taking new solutions to market using industry best practices and cloud concepts. Ability and experience to maintain a detailed and up to date knowledge of advances in Cloud and SaaS technology. Proven experience enabling customer success services and delivery readiness for new SaaS solutions and bringing new SaaS service offerings to market. Previous experience in helping organizations through the transition from on premise to Cloud support is highly desired. Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business (i.e., Sales, Cloud, Product and Software Development). Strong understanding of project management & implementation within a professional & global services environment. Leadership/Management skills including strategic planning, talent development, budgeting, operation/process focus, risk management, executive escalation management. Innovative thinking and growth mindset. Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes. Ability to lead multiple projects and initiatives simultaneously as well as effectively collaborate across teams and work in a diverse, fast-paced environment Combined background of post-sale and sales experience. Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences. Data driven with strong business and strategic acumen. Bachelor’s degree with Master’s preferred. Company Information Ellucian is the world’s leading provider of software, services and insight to higher education. Ellucian helps the higher education communitystudents, faculty, and staffachieve their goals more efficiently, effectively, and with reduced risk. Ellucian’s comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian’s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education. Department: Customer Success Business Unit: Customer Success Mgmt Functional Area: Customer Success Mgmt Primary Location: US-Remote Job Posting Location(s): US-CA-San Francisco # of Openings per Req: 1 Positions Remaining: 1