Director of Global Customer Success

Description

Spark Hire is known for being the top rated video interviewing platform (based on G2.com reviews) and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS and Assessment platform, Spark Hire is a complete Talent Acquisition Suite designed to spark meaningful connections between talented individuals and organizations. 

The Director of Global Customer Success at Spark Hire is a strategic leadership role responsible for driving customer satisfaction and retention across our global client base. This position requires a deep understanding of customer needs and the ability to develop strategies that enhance the overall customer experience. The successful candidate will collaborate with cross-functional teams to ensure that customer success initiatives align with company goals and foster long-term relationships with clients.

Responsibilities

• Lead and manage the global customer success team, ensuring alignment with company objectives and customer needs.
• Develop and implement customer success strategies that drive customer retention and satisfaction.
• Monitor key performance indicators (KPIs) to assess customer health and identify areas for improvement.
• Collaborate with sales, product, and marketing teams to enhance customer experience and promote upsell opportunities.
• Conduct regular reviews and feedback sessions with clients to ensure their needs are met and expectations exceeded.
• Provide leadership and mentoring to customer success managers, fostering a culture of continuous improvement.
• Develop and oversee customer training programs and resources to maximize product usage and customer engagement.

Requirements

• Minimum of 7 years of experience in customer success, account management, or a related field.
• At least 3 years of experience in a leadership role managing teams in a global environment.
• Strong analytical and problem-solving skills to evaluate customer needs and develop strategic solutions.
• Excellent communication and interpersonal skills to effectively engage with clients and cross-functional teams.
• Proven track record of driving customer satisfaction and retention metrics.
• Experience with customer success software and metrics; familiarity with CRM systems is a plus.

The ideal candidate will demonstrate aptitude in the following key competency areas

• Analytical and Critical Thinking
• Business Acumen and Change Management
• Communication
• Customer Centric Mindset
• Data Analysis and Decision Making
• Developing Others
• Problem Solving
• Strategic Thinking
• Technical Aptitude and Time Management