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Director, Customer Success
ON24
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
The Customer Success Director will oversee a team of Customer Success Managers that are responsible for the relationship between ON24 and Self Publishing/Elite clients. This person will be responsible for their teams effective and successful coordination of setup, implementation, training and maintenance on various ON24 Products and Platforms, as well as partner products and platforms. This is a role which requires an organized individual, who is comfortable interfacing with clients, handling escalations, and working across internal teams such as sales, engineering finance and other external client teams.
This will be a west-coast territory and can work remotely.
Responsibilities
• Manage a team of Customer Success Managers to ensure they are meeting company specific targets for renewals
• Must be able to consistently meet team goals for churn as well as specific corporate team initiatives
• Facilitate Account Setup, implementation, training, and ongoing account review and modification
• Handle client escalations around concerns or issues with their webinar experience
• Assist with the renewal process for the teams accounts
• Conduct frequent reviews (in-person and via phone) with accounts and team to determine customer satisfaction and utilization levels
• Occasionally provide client training and support of ON24’s proprietary webcasting platforms
• Provide process and reconciliation of invoicing for ON24 products and services
• Provide platform support through use of Support Ticketing System, email and phone
Required Experience
• At least 6 years of work experience in Customer Success and/or Account Management
• At least 2 years managing a team of Customer Success Managers and/or Account managers
• A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
Essential Skills
• The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
• Strong Internet and Web technical skills including intermediate knowledge of HTML
• Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint
• Excellent organizational, planning, and communication skills
• Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented
Highly Desired Experience
• Experience with audio and video production or related field
• A solid understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
• Must be prepared to work occasional non-standard hours and occasional travel
ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
ON24 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ON24’s employees to perform their job duties may result in discipline up to and including discharge.
*Legal Authorization to work in the U.S is required. ON24 may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.