Detroit - Market Research Customer Success Director

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Birmingham, MI
Job Type
Direct Hire
Feb 17, 2017
Job ID
Job Description – Customer Success Director
Location: TBD
Reports to: Sr. Director, Customer Success
The Customer Success Director promotes success by ensuring client satisfaction and account growth through strategically developing and expanding client relationships, leading collaborative efforts that leverage our offerings to support successful client initiatives.
The Customer Success Director is responsible for implementing strategies that enable consistent successful delivery of services to clients, increase customer satisfaction, and drive account growth.  Provides clear communication and documentation of project-level details, client needs, and client concerns to the business. Primary owner for authoring client requirements, working toward the goal of ensuring client objectives are achieved in a manner that delivers a high quality product while maximizing efficiency.
  • Ensure services delivered aligns with what has been contractually agreed with the client, monitoring the delivery of services against agreed schedule, quality, scope, and budget.
  • Create formal business requirement materials for new projects to be shared externally and developed upon internally.
  • Manage financial aspects of client contracts with billing departments.
  • Achieve revenue goals by expanding and renewing current contracts.
  • Establish, maintain, and expand strong working relationships with stakeholders at all levels across client organizations, acting as main point of contact between with clients.
  • Provide frequent, detailed, regularly scheduled reports to both clients and headquarters, ensuring that they understand project achievements, priorities, and risks.
  • Work alongside project management organization to set realistic and achievable delivery schedules for new projects.
  • Define operational client needs to the product organization to ensure future products are in line with client initiatives and assistance in identifying future incremental business opportunities.
  • Support capacity planning by forecasting the expected timing of client needs and communicating changes to client priorities as they occur.
  • Together with the product team, ensure that our solutions resonate and have purpose within our client partnerships.
  • Identify and monitor project KPIs to ensure that project goals are met.
  • Analyze the research data to identify key learnings and trends, making value-add recommendations that assist them in making better decisions.
  • Involve analytics team in key client discussions around driving further value with their data, identifying key growth opportunities.
  • Potential management responsibilities for local customers success team and responsible for positioning client resource needs to the Sr. Director, Customer Success.  Roles to oversee might include Customer Success Manager and Data Analyst.
Required Skills:
  • Exceptional communication and inter-personal skills, including the ability to establish and maintain relationships across all levels and organizational types.
  • Facility with analysis in support of understanding business situations and making productive recommendations for improvement.
  • Familiarity with exploratory data analysis, or the capacity to quickly gain a comprehensive understanding of data sets.
  • Distinct self-motivation that demonstrates initiative, reliability, and flexibility.
  • Confidence to facilitate team interactions that lead toward effective problem solving.
  • Ability to work independently, including time on-site with clients.
  • Demonstrative ability to master business intelligence tools and familiarity with competitive products and approaches
  • Automotive experience and expertise
  • Bachelor’s Degree required, Masters preferred
  • 8+ years of related experience in market research or within the market research department of an automotive company
  • Experience working for a software vendor or services organization
  • Management of international projects a plus
  • Familiar with analytic tools, such as SPSS, or business intelligence platforms, including OLAP interfaces
  • Familiarity with agile project management tools and approaches
  • Knowledge of Software as a Service (SaaS)
  • Expert in Microsoft Office tools; able to adopt new client relationship management tools
  • Travel required, domestic and international