Open Position: DIRECTOR OF CUSTOMER SUCCESS

The Company is seeking a Director of Customer Success who is responsible for the management of all existing Accounts at Terra Dotta. As a player-coach, you understand how to develop and scale an account management team serving education clients to help drive solution adoption, renewal and expansion, and to achieve the company’s overall revenue goals. The Director of Customer Success, reporting to the Chief Strategy Officer, will be responsible for expanding, leading and developing a team of Customer Success Managers (CSMs) who will engage with all of our customers, drive adoption of our platform, secure renewals and collaborate with Sales to identify and close expansion sales. The position demands a proven capacity to set, manage, and surpass customer expectations, while also maintaining strong relationships with internal teams that collaborate with Customer Success.

This is a full-time position in Terra Dotta’s Chapel Hill, NC office.

 

Job Responsibilities:

  • Direct efforts of the Customer Success team that maximize customer value, adoption, and usage of Terra Dotta software
  • Provide regular updates on implementation progress to internal stakeholders, including
    Customer Success team members, leadership team colleagues, and board members
    as required.
  • Facilitate customer engagement with Terra Dotta software in order to optimize
    customer product knowledge and platform use.
  • Recognize and translate patterns in customer usage, inquiries, and requests into
    actionable steps that improve customer experience, increase retention, and capture
    opportunities.
  • Collaborate with sales and marketing with your Customer Success team to refine
    existing processes and to establish consistent best practices across the entire
    customer base.
  • Achieve established customer satisfaction, usage, and renewal metrics.
  • Represent Terra Dotta, as appropriate, at on-site customer meetings, including
    conferences, presentations, and webinars.
  • Oversee regular data entry/integrity and production of regular internal
    reports/dashboards in Salesforce by the Customer Success team that reflects
    customer status, product feedback and sales opportunities for expansion.

 

Qualifications:

  • Bachelor’s degree preferred
  • 5-10 years of customer success, client-facing and/or sales experience
  • Proven management experience or other relevant experience
  • Experience with Salesforce and/or other CRM preferred
  • Familiarity with Terra Dotta software, Higher Education International Office operations,
    or other Higher Education software preferred
  • Demonstrate the ability to communicate, present, and influence at all levels of the
    institution
  • Natural relationship builder with integrity and reliability
  • Critical thinker and active listener
  • Self-motivated and able to thrive in a results-driven environment
  • Professional and excellent verbal and written communications skills

 

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Terra Dotta LLC is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, marital status, ancestry or any other characteristic protected by federal, state or local laws. 

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process.  For accommodations, call 877-368-8277 to speak with Human Resources for assistance.

TO APPLY: Send your resume to jobs@terradotta.com.