Arkatechture

Head of Customer Success

Arkatechture

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $110,000 - $150,000 per year

Job Level

Lead

Tech Stack

AWSTableau

About the role

  • The Head of Customer Success will be responsible for managing and building the customer success management team for Arkatechture’s managed services platform (Arkalytics). They will drive customer success outcomes by owning, managing and growing our Arkalytics accounts. They will work closely and cross-functionally with the Implementation, R&D, Engineering, Marketing, Service delivery and Sales teams to develop programs and solutions that establish, expand, and deepen customer relationships.
  • Through ownership of the post-sales customer relationships, the customer success team serves as an important feedback loop to the technology and product roadmap for Arkalytics. The Head of Customer Success will be responsible for aggregating these requests across customers and outlining requirements for the R&D team. This process will include expanding existing customer relationships, compiling and leading reviews with business stakeholders, expanding the depth of our managed services program, providing technical support, and providing feedback to the Product Owner, Service Delivery and Development teams. The Head of Customer Success will be responsible for accurately forecasting renewals and managing the customer lifecycle for optimal NRR. Additionally, the Head of Customer Success will work with their team to lead effective customer on-sites and strategy sessions with executive teams.
  • The Head of Customer Success will be responsible for building and growing a successful Customer Success team at Arkatechture, including: hiring and management of Customer Success Managers, setting team goals and monitoring team performance, developing and implementing training materials and programs for new Customer Success Managers.
  • This role will primarily include interfacing directly with customers, ensuring customer satisfaction, and timely resolution to requests and issues. This role requires leadership and management, as the customer success management team serves as the primary point of contact for our managed services customers and as the liaison to the development and service delivery teams who support the platform.
  • The Head of Customer Success will be self-motivated, organized, able to handle competing priorities, and be an effective communicator.
  • How to Apply: Please send a cover letter and resume with your application. You must submit both documents to be considered for the position. We’re building a diverse team of people who care about doing meaningful work with great people. If that excites you, apply and let’s start the conversation.

Requirements

  • 5+ years experience in a client-facing role in a similar capacity
  • Strong focus on learning and understanding the goals and strategies of customers
  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Entrepreneurial, self-sufficient, and self-driven
  • Comfort making decisions under uncertainty
  • Strong empathy for customers and passion to achieve revenue expansion and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative with the ability to inspire others
  • Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
  • Passionate about building a business that transforms Credit Union analytics
  • Leadership and/or management experience
  • Experience working on data management projects (data warehousing, BI, analytics, etc)
  • Excellent communication and interpersonal skills, both written and oral
  • Critical thinking and problem solving skills
  • Ability to multitask, organize, and prioritize work and conflicting priorities
  • Experience with Jira/Confluence (experience with Jira Service Desk is a plus)
  • Bachelor’s degree in a relevant field
  • Experience in sales and post-sales
  • Product development experience
  • Experience with Snowflake
  • Experience with Tableau
  • Experience with AWS
  • Experience in Product Management
  • Domain exposure in Financial Services