Tbwa Chiat/Day Inc
Director of Client Success Chicago, IL
Tbwa Chiat/Day Inc, Chicago, Illinois, United States, 60290
At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:Named one of Fast Company’s Most Innovative Companies of 2024Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a rowSelected as the Best Overall Restaurant POS by NerdWalletRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That’s where you come in.Director of Client Success
Location:
Chicago, ILResponsibilities:Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfactionLead, mentor, and develop a high-performing Customer Success teamServe as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processesEstablish and maintain performance metrics for all associated Customer Success functionsFoster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the departmentPartner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendationsManage the use of Salesforce and other related applications while scoping new toolsHands-on program management of Success initiatives and projects (e.g. Quarterly QBRs and planning processes, cross-functional OKRs, etc.)Build future strategies to improve Success at SpotOn including identifying and procuring new toolsManage and communicate processes and metrics to enable highly transparent, credible, and impactful functionsAlign with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and moreQualifications:Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.High energy and motivation to achieve results, and willingness to be independently entrepreneurial and a self-starter5+ years of relevant work experience in Hardware SaaS based Customer SuccessStrong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and prioritiesHigh proficiency in G-Suite (Sheets, Slides, Docs), Salesforce, and industry-standard Project Management software requiredAbility to maintain composure in challenging, high-energy environments, and you help others to do the sameDemonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and teamA structured and detailed thinkerA passion for mentoring and developing others is a mustHistory of excellent judgment and productive communicationExperience presenting to senior leadershipAt SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:Medical, Dental and Vision Insurance401k with company matchRSUsPaid vacation, 10 company holidays, sick time, and volunteer time offEmployee Resource Groups to build community and inclusion at workMonthly cell phone and internet stipendTuition reimbursement for up to $2,000 per calendar year to assist with your professional developmentCompensation:Our base pay range starts at $120,000 - $160,000 for this rolePlease note the salary range listed is just one component of a competitive compensation package which includes a company stock planOffers will be reflective of the candidate’s location and experience.The base salary range listed will vary depending on location and experience.SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.SpotOn is an e-verify company.Apply for this job
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Location:
Chicago, ILResponsibilities:Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfactionLead, mentor, and develop a high-performing Customer Success teamServe as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processesEstablish and maintain performance metrics for all associated Customer Success functionsFoster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the departmentPartner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendationsManage the use of Salesforce and other related applications while scoping new toolsHands-on program management of Success initiatives and projects (e.g. Quarterly QBRs and planning processes, cross-functional OKRs, etc.)Build future strategies to improve Success at SpotOn including identifying and procuring new toolsManage and communicate processes and metrics to enable highly transparent, credible, and impactful functionsAlign with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and moreQualifications:Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.High energy and motivation to achieve results, and willingness to be independently entrepreneurial and a self-starter5+ years of relevant work experience in Hardware SaaS based Customer SuccessStrong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and prioritiesHigh proficiency in G-Suite (Sheets, Slides, Docs), Salesforce, and industry-standard Project Management software requiredAbility to maintain composure in challenging, high-energy environments, and you help others to do the sameDemonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and teamA structured and detailed thinkerA passion for mentoring and developing others is a mustHistory of excellent judgment and productive communicationExperience presenting to senior leadershipAt SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:Medical, Dental and Vision Insurance401k with company matchRSUsPaid vacation, 10 company holidays, sick time, and volunteer time offEmployee Resource Groups to build community and inclusion at workMonthly cell phone and internet stipendTuition reimbursement for up to $2,000 per calendar year to assist with your professional developmentCompensation:Our base pay range starts at $120,000 - $160,000 for this rolePlease note the salary range listed is just one component of a competitive compensation package which includes a company stock planOffers will be reflective of the candidate’s location and experience.The base salary range listed will vary depending on location and experience.SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.SpotOn is an e-verify company.Apply for this job
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