Social Mobile
Director of Client Success
Social Mobile, Hollywood, Florida, United States, 33024
We’re Social Mobile, one of the fastest growing technology companies in Florida. As a mobility solutions provider, we offer services critical to organizations that are looking to bring to market innovative mobile products. In layman’s terms, we design, engineer, and manufacture unique mobile solutions that enable some of the most interesting companies in the world to bring smart solutions to market quickly and efficiently, and then we deploy and support these large-scale fleets of devices to make our client’s business operations even easier.
Our clients come from diverse industries, many of which form the cornerstones of our modern society, including healthcare, retail, defense and food delivery. So, in a sense, working at Social Mobile means you’ll be helping to enhance and streamline the functioning of our everyday lives.
Still reading? Here’s what WE’RE looking for. The ideal Social Mobile employee is someone who is accountable, can work independently or as part of a team, and has an interest in propelling innovative technology into the broader ecosystem. We’re looking for team members that will speak their mind, accept feedback, and continue to drive our growth.
If you think you fit the bill, and you’re curious to hear more, we’d love to see your application!
We are seeking a skilled and experienced Director of Client Success to join our Sales team. As the Director of Client Success, you will be primarily responsible for facilitating strong and value-oriented client relationships, driving client growth through expansion and overall client retention. Working closely with other components of the larger Client Experience team such as Sales, Product, Logistics and Professional Services, you will ensure informative and collaborative client relationships.
Responsibilities:
Project and Change Management
Define project scope and create schedules that ensure timely delivery of project milestones.
Develop strategies to address potential challenges related to product alignment, support expectations, and overall client experience.
Develop risk mitigation strategies, monitor risk factors throughout product deployment, and implement contingency plans as needed.
Maintain and update the issue tracker(s) with detailed information from clients and internal stakeholders.
Work with client project teams and various other stakeholders during all project phases.
Understand clients' setup, workflows, goals, and how they use products or services.
Create schedule and project timeline identifying goals, hold project meetings, and present status updates to stakeholders.
Monitor project progress and ensure deadlines are met and schedules are adhered to.
Document, evaluate, and assess project results and present to management or clients. The documentation includes final status on schedule, overall outcome of project, and lessons learned.
Client Retention & Growth
Directly oversee the retention and expansion strategies for large enterprise clients, ensuring satisfaction, adoption, and value realization.
Function as an executive sponsor and internal advocate for escalations related to enterprise clients, ensuring swift resolution of complex issues.
Collaborate cross-functionally with sales, product, support, and professional services to optimize enterprise client outcomes.
Operational Efficiency & Strategic Oversight
Improve and optimize client onboarding experience.
Enhance the client lifecycle management process by implementing robust systems for product requests, tracking, and reporting on both new and existing product capabilities.
Lead strategic initiatives such as major product implementations and migrations.
Collaborate with internal stakeholders to ensure alignment on enterprise client needs and provide input into broader CX strategies.
Metrics & Performance
Monitor and drive key performance indicators (KPIs) including stakeholder satisfaction, scope change requests, meeting critical milestones and timelines, quality of deliverables, and risk management effectiveness throughout the project lifecycle.
Fully own documentation creation and management, internally and client-facing.
Ensure stakeholders are informed of client project progress, manage expectations, and gather feedback to continuously refine deliverables.
Maintain an in-depth understanding of the Social Mobile product suite and client needs to tailor support and solutions for enterprise clients.
Employees will be required to adhere to Social Mobile’s information security policies and procedures.
Requirements:
BS/MS in Business, Computer Science, Information Systems or related field.
10+ years of experience in an enterprise client success role.
5+ years of project management experience.
Experience with specific ERP systems (SAP, Oracle, Microsoft Dynamics Business Central).
Knowledge of Git for version control.
Familiarity with Epic for project management.
Understanding of milestone tracking.
Proficient with project management tools (Microsoft Project, Jira, GitLab).
Excellent client relationship skills.
Proficient in Microsoft Office suite.
Excellent communication and interpersonal skills.
Exemplary attention to detail.
Ability to manage multiple priorities and deadlines effectively.
Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards.
PMP is a plus.
#J-18808-Ljbffr
Our clients come from diverse industries, many of which form the cornerstones of our modern society, including healthcare, retail, defense and food delivery. So, in a sense, working at Social Mobile means you’ll be helping to enhance and streamline the functioning of our everyday lives.
Still reading? Here’s what WE’RE looking for. The ideal Social Mobile employee is someone who is accountable, can work independently or as part of a team, and has an interest in propelling innovative technology into the broader ecosystem. We’re looking for team members that will speak their mind, accept feedback, and continue to drive our growth.
If you think you fit the bill, and you’re curious to hear more, we’d love to see your application!
We are seeking a skilled and experienced Director of Client Success to join our Sales team. As the Director of Client Success, you will be primarily responsible for facilitating strong and value-oriented client relationships, driving client growth through expansion and overall client retention. Working closely with other components of the larger Client Experience team such as Sales, Product, Logistics and Professional Services, you will ensure informative and collaborative client relationships.
Responsibilities:
Project and Change Management
Define project scope and create schedules that ensure timely delivery of project milestones.
Develop strategies to address potential challenges related to product alignment, support expectations, and overall client experience.
Develop risk mitigation strategies, monitor risk factors throughout product deployment, and implement contingency plans as needed.
Maintain and update the issue tracker(s) with detailed information from clients and internal stakeholders.
Work with client project teams and various other stakeholders during all project phases.
Understand clients' setup, workflows, goals, and how they use products or services.
Create schedule and project timeline identifying goals, hold project meetings, and present status updates to stakeholders.
Monitor project progress and ensure deadlines are met and schedules are adhered to.
Document, evaluate, and assess project results and present to management or clients. The documentation includes final status on schedule, overall outcome of project, and lessons learned.
Client Retention & Growth
Directly oversee the retention and expansion strategies for large enterprise clients, ensuring satisfaction, adoption, and value realization.
Function as an executive sponsor and internal advocate for escalations related to enterprise clients, ensuring swift resolution of complex issues.
Collaborate cross-functionally with sales, product, support, and professional services to optimize enterprise client outcomes.
Operational Efficiency & Strategic Oversight
Improve and optimize client onboarding experience.
Enhance the client lifecycle management process by implementing robust systems for product requests, tracking, and reporting on both new and existing product capabilities.
Lead strategic initiatives such as major product implementations and migrations.
Collaborate with internal stakeholders to ensure alignment on enterprise client needs and provide input into broader CX strategies.
Metrics & Performance
Monitor and drive key performance indicators (KPIs) including stakeholder satisfaction, scope change requests, meeting critical milestones and timelines, quality of deliverables, and risk management effectiveness throughout the project lifecycle.
Fully own documentation creation and management, internally and client-facing.
Ensure stakeholders are informed of client project progress, manage expectations, and gather feedback to continuously refine deliverables.
Maintain an in-depth understanding of the Social Mobile product suite and client needs to tailor support and solutions for enterprise clients.
Employees will be required to adhere to Social Mobile’s information security policies and procedures.
Requirements:
BS/MS in Business, Computer Science, Information Systems or related field.
10+ years of experience in an enterprise client success role.
5+ years of project management experience.
Experience with specific ERP systems (SAP, Oracle, Microsoft Dynamics Business Central).
Knowledge of Git for version control.
Familiarity with Epic for project management.
Understanding of milestone tracking.
Proficient with project management tools (Microsoft Project, Jira, GitLab).
Excellent client relationship skills.
Proficient in Microsoft Office suite.
Excellent communication and interpersonal skills.
Exemplary attention to detail.
Ability to manage multiple priorities and deadlines effectively.
Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards.
PMP is a plus.
#J-18808-Ljbffr