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How Will I Make An Impact?

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• As the Director, Customer Success, you’ll get to:
   

  • work as a trusted advisor to retain and expand the business with the existing customers
     

  • Partner with clients to deliver predictable outcomes and experiences from OTTO systems - creating a consistent Customer Experience is needed!
     

  • Advise and assist with change and update programs for clients as it relates to their OTTO systems
     

  • Understand and be accountable for customer outcomes by communicating with customers, analyzing customer health metrics, running NPS and gathering other feedback
     

  • Collaborate closely with team members to support renewals and expansion opportunities
     

  • Define and implement an efficient, scalable Customer Success strategy as well as standard operating procedures - there are a lot of untapped markets around the world so the strategy will have to scale globally
     

  • Provide proactive education and consultation about OTTO Motors’ support offerings and best practices, often directly with clients/brands/ partners.
     

  • Facilitate the relationship between operational teams and stakeholders to galvanize and innovate new ways of customer service offerings.
     

  • Be the principal contact for operational issues representing delivery of all services; manages client expectations by developing performance metrics & reporting, escalation management and communication plan.
     

  • Manage the Network Operation Center, Field Service team and Customer Success team members.
     

  • Analyzing Customer Success related trends and drawing key priorities that the business needs to focus on.

 

How Do I Know If This Is For Me?

 

• You’re looking for a role in a growing company with lots of room and opportunity to build.
   

• You’re looking for a chance to build a team and create a world-class customer experience.
   

• You enjoy the challenge of thinking out of the box and finding dynamic solutions to ensure customer success.
   

• You’re a relationship builder.
   

Do I Have What It Takes? (Requirements)

• You:
   

  • Have 7+ years of relevant customer success or client support experience (experience managing a team)
     

  • Have a demonstrated track record of proactively spearheading and building improvements and infrastructure inside a customer success department
     

  • Have been part of a high-growth start-up
     

  • Like to get stuff done - you can identify the root of a problem and reveal the best path forward
     

  • Have selected and implemented tech stacks for customer success teams
     

  • Are optimistic, a great communicator, data & process-centric and ambitious
     

  • Are an inspirational leader - you love being able to level-up your team
     

  • Are experienced working with complex, multi-divisional and multi-geographical customers
     

  • Can create structure in ambiguous situations
     

  • Have a passion for cutting-edge technology and being a part of a fast-growing, innovative company
     

  • Love customers and want to deliver a world-class customer experience
     

  • Are willing to get your hands dirty, including handling client escalations and acting as an individual contributor where needed
     

  • Have the ability to remain composed in high-stress situations and convey empathy to our team and customers