Senior Project Support Specialist
Emory University
Director of Customer Experience – Strategic Enablement
CallRail
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead strategic enablement within the Customer Experience organization and execute a strategic vision
- Lead and develop a high-performing team of client and support specialists to provide support and drive product enablement for strategic clients
- Report directly to the Vice President of Customer Experience
- Develop, execute and maintain support initiatives that enable product and revenue growth of key clients
- Facilitate post-sales implementation, feature onboarding and programs or processes to improve customer satisfaction, loyalty and retention
- Represent the voice of the customer and ensure client needs are considered in programs and product development
- Establish health metrics with analytics and sales to be more proactive on retention and product utilization
- Oversee management of white-glove requests and ensure proper implementation for clients
- Lead assessment of customer feedback and proactive internal account reviews to identify technical issues, pain points and gaps
- Work collaboratively with marketing, sales, product and engineering to improve CX results and customer outcomes
- Leverage technology, AI and automation to improve efficiency, scalability and customer outcomes
- Build a high-performance team through hiring, onboarding and training and foster a culture of learning and development
Requirements
- Proven track record leading client-facing teams with an operational or technical focus; 10+ years experience in B2B Customer Experience, Customer Success, Software preferred
- Demonstrated ability to project manage key strategic projects to successful outcomes
- Demonstrated ability to develop and execute programs that support client growth of core products and services
- Proven track record of curiosity which leads to deeper customer engagement and retention
- Analytically driven, technically deep and comfortable leading from the front while being able to positively influence cross-functionally inside of CallRail
- Ability to inspire by supporting, challenging and recognizing the team to grow with confidence
- Outstanding client-facing capability, proven record of advocating for customer needs and goals across the leadership team
- Ability to balance customer needs with business objectives and demonstrate the return on investment (ROI) of customer success initiatives
- Strong presentation and communication skills to collaborate with stakeholders at all levels of the organization and drive change
- Ability to work collaboratively across many teams to achieve a common goal; in particular marketing, sales, product and engineering
- Ability to work in a fast-paced environment with meticulous attention to detail
- Superb communication, writing, and storytelling skills
- “High-horsepower” thinker – “High Execution” doer
- Desire, energy, drive and creativity to continuously improve and push the bar higher
- Bachelor’s Degree required
Benefits
- Healthcare (one option covered at 100% for employees)
- Dental & Vision Coverage
- Competitive HSA with company matching
- Paid parental leave
- Flexible vacation policy
- 401K options with company dollar-for-dollar match
- Employee stock options available from day one
- $2,000 annual educational allowance
- Catered lunch every Tuesday (in-office perk)
- MARTA transportation or office parking expenses covered
- Employee charitable donation company match, up to $500 annually
- Regular company outings and events
- Hybrid work options with $500 office stipend to set up your home office
- Designated bike storage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementcustomer experiencecustomer successB2BanalyticsAIautomationtechnical assessmentprogram developmentfeature onboarding
Soft skills
leadershipclient advocacycollaborationcommunicationpresentation skillsattention to detailcuriosityinspirationcreativityproblem-solving
Certifications
Bachelor's Degree
