SpotOn: Corporate
Director of Client Success
SpotOn: Corporate, 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 2024
Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
Selected as the Best Overall Restaurant POS by NerdWallet
Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We'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
Chicago, IL
Responsibilities:
Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfaction
Lead, mentor, and develop a high-performing Customer Success team
Serve as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processes
Establish and maintain performance metrics for all associated Customer Success functions
Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the department
Partner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendations
Manage the use of Salesforce and other related applications while scoping new tools
Hands-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 tools
Manage and communicate processes and metrics to enable highly transparent, credible, and impactful functions
Align with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and more
Qualifications:
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-starter
5+ years of relevant work experience in Hardware SaaS based Customer Success
Strong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and priorities
High proficiency in G-Suite (Sheets, Slides, Docs) Salesforce, and industry-standard Project Management software required
Ability to maintain composure in challenging, high-energy environments, and you help others to do the same
Demonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and team
A structured and detailed thinker
A passion for mentoring and developing others is a must
History of excellent judgment and productive communication
Experience presenting to senior leadership
Benefits:
At 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 Insurance
401k with company match
RSUs
Paid vacation, 10 company holidays, sick time, and volunteer time off
Employee Resource Groups to build community and inclusion at work
Monthly cell phone and internet stipend
Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
Compensation:
Our base pay range starts at $120,000 -$160,000 for this role
Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
Offers will be reflective of the candidate's 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.
#J-18808-Ljbffr
Recently, SpotOn was:
Named one of Fast Company's Most Innovative Companies of 2024
Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
Selected as the Best Overall Restaurant POS by NerdWallet
Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We'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
Chicago, IL
Responsibilities:
Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfaction
Lead, mentor, and develop a high-performing Customer Success team
Serve as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processes
Establish and maintain performance metrics for all associated Customer Success functions
Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the department
Partner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendations
Manage the use of Salesforce and other related applications while scoping new tools
Hands-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 tools
Manage and communicate processes and metrics to enable highly transparent, credible, and impactful functions
Align with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and more
Qualifications:
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-starter
5+ years of relevant work experience in Hardware SaaS based Customer Success
Strong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and priorities
High proficiency in G-Suite (Sheets, Slides, Docs) Salesforce, and industry-standard Project Management software required
Ability to maintain composure in challenging, high-energy environments, and you help others to do the same
Demonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and team
A structured and detailed thinker
A passion for mentoring and developing others is a must
History of excellent judgment and productive communication
Experience presenting to senior leadership
Benefits:
At 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 Insurance
401k with company match
RSUs
Paid vacation, 10 company holidays, sick time, and volunteer time off
Employee Resource Groups to build community and inclusion at work
Monthly cell phone and internet stipend
Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
Compensation:
Our base pay range starts at $120,000 -$160,000 for this role
Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
Offers will be reflective of the candidate's 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.
#J-18808-Ljbffr