Director of Customer success
Apply NowCompany: MDF Commerce
Location: American Fork, UT 84003
Description:
EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000+ users and $400B+ tracked within our software, government agents use EcoInteractive's SaaS cloud-based solution daily to complete mission-critical workflows and data analytics.
Customers love us because we have deep domain expertise, our product meets/exceeds planning needs, we're continually investing in product development, we have responsive support services, we save our clients significant staff time, and we streamline their operations. We have a track record of nearly 100% customer retention, and our company is growing quickly with strong demand for our cloud-hosted solutions.
We are a nimble and entrepreneurial team of multi-talented individuals who care deeply about our commitments to customers and each other. We value collaboration, humility, accountability, efficiency, and a relentless drive for excellence.
EcoInteractive is part of MDF Commerce's SOVRA brand, the market leader in public sector procurement.
About the Job:
We're looking for a Director of Customer Experience (CX) who will oversee the entire customer journey from post-sale thru post-launch on our B2G SaaS platforms ProjectTracker and EcoTracker. You will oversee customer-facing teams across implementation, customer success/support, and data analysts supporting these teams.
What's Important:
You know from experience, what good looks like in CX for B2G SaaS. You have a track record of driving successful change management for teams facing challenges of scale.
You thrive in rigorously establishing, measuring, driving KPIs: customer eNPS, on-time and on-quality project delivery, retention rates, leading indicators of product engagement, etc.
You lead by example for your teams, and take accountability for delivering outcomes.
You excel at setting the right priorities for your teams, proactively identifying root issues in execution, and implementing creative solutions. You always keep the big picture in mind, while also flying at the right level - whether it's holding high-stakes conversations with customer executives, or getting into the product weeds to truly understand pain points - you can go deep, or pull teams back up to view the forest.
You're effective at leading teams of ICs and managers to win, and hit company and departmental goals. You're effective at establishing credibility, strong rapport with enterprise customers and internal cross-functional teams.
Primary Responsibilities:
Be an effective leader who monitors, drives, delivers measurable improvements in operational KPIs across our customer-facing teams. This may include:
o Customer eNPS, gross retention, upsell/cross-sell, customer support levels
o On-time and on-quality implementation projects
o Internal metrics on team processes, project gross margins
o Regularly monitor, relentlessly drive workstreams that address gaps in KPIs. Proactively identify risks, root causes and implement solutions
o Proactively question as business needs evolve: are we measuring the right KPIs, and setting the right bars
Empower your teams to co-create, drive changes that achieve end goals - within a realistic framework of prioritization. These may include:
o Playbooks for platform upgrade projects or new implementations
o Best practices for navigating complex stakeholder situations
o Effective communication frameworks for change management and project expectations setting
o Process guidelines for effective collaboration with cross-functional teams i.e. Product, Engineering, Sales.
o Expected escalation paths for customers, and designated owners
o Solving real friction points burdening team productivity or progress, whether it's tooling, staffing plans or process
Establish deep domain expertise, credibility with customers by:
o Deeply understanding customer needs, and demonstrating our strong product value to clients
o Regularly meet with clients to establish rapport, hear first-hand accounts, serve as escalation points for executives
o Attend industry conferences, and visit customers in-person when valuable
o Develop the knowledge, credibility to help your teams craft creative solutions for customers
o Serve as a trusted voice that helps shape Product Roadmap development
Be a trusted leader for internal teams.
o Hold yourself and your teams accountable for outcomes
o Empower, coach and uplevel your team of ICs and managers to deliver outcome-driven work
o Give balanced, timely feedback - and model it for your managers
o Co-create, or identify opportunities for team training, cross-training, mentorship, learning & development
o Prioritize recruiting for your team as needed, and co-create onboarding playbook with your teams
What You'll Need to Succeed:
10+ years of experience in B2B or B2G enterprise SaaS customer-facing teams
Must have:
4+ years of successful track record managing customer-success, customer service teams with 2 levels of reporting structure, for B2G or B2B enterprise SaaS.
4+ years of successful track record scaling, transforming or leading a CX team through material change management
Track record of successfully managing team through platform migrations/upgrades for B2B or B2G SaaS
6+ years of experience in customer success for B2G or B2B enterprise SaaS
3+ years of experience in new client project implementation for B2B enterprise SaaS software
Ideally:
Willingness to travel up to 5% of time domestically. Your direct reporting teams are based in the U.S. across EST and PST time zones. You're expected to travel to regular team offsites and major customer conferences.
Required: Authorized to work in the US - unfortunately we are not able to sponsor work visas or transfers at this time.
Benefits include:
Compensation will be competitive with the market and candidate experience.
Comprehensive medical, dental, and vision insurance plans with HSA, FSA, HRA
401(k) Plan with Company Match
Broad Based Employee Ownership Plan
Unlimited paid time-off in addition to holidays
Regular team off-sites and team socials
Customers love us because we have deep domain expertise, our product meets/exceeds planning needs, we're continually investing in product development, we have responsive support services, we save our clients significant staff time, and we streamline their operations. We have a track record of nearly 100% customer retention, and our company is growing quickly with strong demand for our cloud-hosted solutions.
We are a nimble and entrepreneurial team of multi-talented individuals who care deeply about our commitments to customers and each other. We value collaboration, humility, accountability, efficiency, and a relentless drive for excellence.
EcoInteractive is part of MDF Commerce's SOVRA brand, the market leader in public sector procurement.
About the Job:
We're looking for a Director of Customer Experience (CX) who will oversee the entire customer journey from post-sale thru post-launch on our B2G SaaS platforms ProjectTracker and EcoTracker. You will oversee customer-facing teams across implementation, customer success/support, and data analysts supporting these teams.
What's Important:
You know from experience, what good looks like in CX for B2G SaaS. You have a track record of driving successful change management for teams facing challenges of scale.
You thrive in rigorously establishing, measuring, driving KPIs: customer eNPS, on-time and on-quality project delivery, retention rates, leading indicators of product engagement, etc.
You lead by example for your teams, and take accountability for delivering outcomes.
You excel at setting the right priorities for your teams, proactively identifying root issues in execution, and implementing creative solutions. You always keep the big picture in mind, while also flying at the right level - whether it's holding high-stakes conversations with customer executives, or getting into the product weeds to truly understand pain points - you can go deep, or pull teams back up to view the forest.
You're effective at leading teams of ICs and managers to win, and hit company and departmental goals. You're effective at establishing credibility, strong rapport with enterprise customers and internal cross-functional teams.
Primary Responsibilities:
Be an effective leader who monitors, drives, delivers measurable improvements in operational KPIs across our customer-facing teams. This may include:
o Customer eNPS, gross retention, upsell/cross-sell, customer support levels
o On-time and on-quality implementation projects
o Internal metrics on team processes, project gross margins
o Regularly monitor, relentlessly drive workstreams that address gaps in KPIs. Proactively identify risks, root causes and implement solutions
o Proactively question as business needs evolve: are we measuring the right KPIs, and setting the right bars
Empower your teams to co-create, drive changes that achieve end goals - within a realistic framework of prioritization. These may include:
o Playbooks for platform upgrade projects or new implementations
o Best practices for navigating complex stakeholder situations
o Effective communication frameworks for change management and project expectations setting
o Process guidelines for effective collaboration with cross-functional teams i.e. Product, Engineering, Sales.
o Expected escalation paths for customers, and designated owners
o Solving real friction points burdening team productivity or progress, whether it's tooling, staffing plans or process
Establish deep domain expertise, credibility with customers by:
o Deeply understanding customer needs, and demonstrating our strong product value to clients
o Regularly meet with clients to establish rapport, hear first-hand accounts, serve as escalation points for executives
o Attend industry conferences, and visit customers in-person when valuable
o Develop the knowledge, credibility to help your teams craft creative solutions for customers
o Serve as a trusted voice that helps shape Product Roadmap development
Be a trusted leader for internal teams.
o Hold yourself and your teams accountable for outcomes
o Empower, coach and uplevel your team of ICs and managers to deliver outcome-driven work
o Give balanced, timely feedback - and model it for your managers
o Co-create, or identify opportunities for team training, cross-training, mentorship, learning & development
o Prioritize recruiting for your team as needed, and co-create onboarding playbook with your teams
What You'll Need to Succeed:
10+ years of experience in B2B or B2G enterprise SaaS customer-facing teams
Must have:
4+ years of successful track record managing customer-success, customer service teams with 2 levels of reporting structure, for B2G or B2B enterprise SaaS.
4+ years of successful track record scaling, transforming or leading a CX team through material change management
Track record of successfully managing team through platform migrations/upgrades for B2B or B2G SaaS
6+ years of experience in customer success for B2G or B2B enterprise SaaS
3+ years of experience in new client project implementation for B2B enterprise SaaS software
Ideally:
Willingness to travel up to 5% of time domestically. Your direct reporting teams are based in the U.S. across EST and PST time zones. You're expected to travel to regular team offsites and major customer conferences.
Required: Authorized to work in the US - unfortunately we are not able to sponsor work visas or transfers at this time.
Benefits include:
Compensation will be competitive with the market and candidate experience.
Comprehensive medical, dental, and vision insurance plans with HSA, FSA, HRA
401(k) Plan with Company Match
Broad Based Employee Ownership Plan
Unlimited paid time-off in addition to holidays
Regular team off-sites and team socials