Description
Who We Are
Titan Cloud is a market-leading provider of Fuel Asset Optimization, helping some of the world’s largest convenience stores, fleets, and suppliers reduce compliance risk, lower asset maintenance costs, and increase revenue and fuel yield. We serve as the enterprise software platform and system of record, connecting our clients' fuel, environment, store operations, and maintenance departments. Our customers save millions annually through reduced lost sales, improved customer experiences, fuel loss mitigation, and reduced environmental reserves and fines
As the Director of Customer Success, you will own the ultimate success of Titan Cloud’s customer base; this includes seamless customer onboarding, program/project success, retention, and renewal. Reporting to the SVP of Customer Success, we are looking for an exceptional and energetic candidate who has experience leading customer-facing teams and is passionate about providing a world-class customer experience while delivering results
- Own the ultimate success of Titan Cloud’s customer base; this includes seamless customer onboarding, project
- success, retention, and renewal
- Lead, motivate and enable a team of high performing Customer Success Managers as we grow and scale the team
- Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base
- Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process,
- “listening” points (e.g. on usage, program effectiveness), and others
- Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor
- Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent
- customer churn
- Drive and continuous improvement of customer reference ability, experience and health
- Develop and implement tailored and proactive customer programs that provide continued value to the customer
- and drive long-term account growth
- Create repeatable processes, presentations and playbooks
- Collaborate with the Sales team to drive renewals and opportunities for future expansion
- Be the voice of the customer and provide inputs and feedback into other parts of the organization including;
- Product, Sales, Engineering, and others.
- Personally manage client escalations and follow a methodical escalation process to execs
- Create metrics and dashboards to provide visibility and actionable insights into our customer base to internal
- teams and leadership
- Be willing to travel and spend time onsite with strategic customers
Requirements
- Bachelor's degree in Business, Computer Science or related field 3-7 years of experience establishing and leading a
- Customer Success team within a high-growth SaaS, software, or related technology firm
- Experience working with the Fuel industry and adjacent industries
- Proven track record of leading six to seven-figure engagements with enterprise customers and deliver outcomes
- for the customers that result in material ACV/ARR growth
- Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer
- value
- A strategic thinker and creative problem solver
- Exceptional stakeholder management skills and ability to manage complex relationships with customers and
- partners
- Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
- Takes initiative and a leadership role on various projects and acts as a project manager to deliver on business goals
- Ability to deliver desired outcomes and results within or before the desired timeframe
- Ability to mentor and coach employees effectively
- Strong technical aptitude - ability to understand and explain complex technical products or issues
- Be able to work in a high-growth environment and comfortable navigating through ambiguity
Benefits
- Medical Insurance (including HSA/FSA accounts)
- Dental Insurance
- Group Term Life Insurance
- Vision Insurance
- Disability Insurance
- Maternity/Paternity Leave
- 401(k)
- Additional & Voluntary Benefits (such as Auto Insurance / Home Insurance / Renters Insurance / Pet Insurance / Legal Service Plans / Supplemental AD&D / Commuter Benefits / Personal Excess Liability / Identity Theft Protection / Accident / Critical Illness / Hospital Indemnity)|
Why Join Us
At Titan Cloud, we are committed to creating a diverse and inclusive workplace where all voices are heard and valued. Even if you don’t meet most of the required qualifications or have transferable skills related to this role, we encourage you to apply—even if you don’t meet all the preferred qualifications. We recognize that a variety of experiences can contribute to success in this position, and we value different perspectives on our team.
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