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Director of Customer Success

  • Full Time, onsite
  • MAFÈ Resources
  • Miami-Fort Lauderdale Area, United States of America
Salary undisclosed

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We seek a strategic and results-driven Sales & Customer Success Director to lead our teams in achieving revenue targets and enhancing customer satisfaction. This role requires expertise in eCommerce sales strategies, strong client relationship skills, and the ability to develop initiatives for customer retention and growth.

Key Responsibilities:

  • Lead and Inspire: Oversee the Sales and Customer Success teams, providing guidance, motivation, and ongoing development to ensure the achievement of sales and customer satisfaction targets. Cultivate a high-performance culture through coaching and support.
  • Strategic Sales Planning: Formulate and implement innovative sales strategies designed to expand our customer base, drive revenue growth, and align with the company's long-term business objectives.
  • Client Engagement: Act as the primary point of contact for key clients, fostering strong and lasting relationships. Understand client business needs, deliver tailored solutions, and identify new opportunities for partnership and growth.
  • Enhance Customer Loyalty: Develop and implement customer retention programs to reduce churn. Analyze customer interactions to identify upsell and cross-sell opportunities, boosting overall customer satisfaction and business growth.
  • Optimize Processes: Establish, track, and analyze performance metrics to enhance the efficiency of sales and customer service operations. Use data insights to streamline processes and provide actionable feedback to leadership.
  • Resolve Customer Issues: Serve as the escalation point for customer issues, ensuring timely and effective resolutions by collaborating with internal departments. Maintain a customer-centric approach to problem-solving.

Qualifications:

  • 4+ years of experience in sales or customer service leadership, preferably in SaaS, digital marketplaces, or eCommerce.
  • Ecommerce and SaaS preferred experiences
  • CRMs: Hubspot and Netsuite