Director of Client Experience

Job Description: 

The Director of Client Experience role will oversee day-to-day operations for Eved’s Implementation, Customer Success, and Help Desk teams. Clients come first at Eved and the Director of Client Experience and his / her team is the primary point-of-contact for Fortune 500 clients using our SaaS technology solution.

Success in this role depends upon leadership skills, strategic thinking, proactive problem solving, technical acumen, the ability to navigate ambiguity, and a sense of humor.

Responsibilities:  

• Oversee and facilitate day-to-day activities and implementations for Eved’s Corporate Clients
• Drive client success goals, help clients exceed spend goals, monitor client KPIs and deliverables, and work closely with client solutions team to create client plans
• Oversee Eved’s help desk team, including conducting 1:1 reviews, coaching, and handling escalations to ensure best-in-class global support
• Represent the Customer Success, Help Desk, and Implementation team cross-functionally with leaders of other departments
• Report on Customer performance and forecast to senior leadership
• Act as key point of contact for Client programs owners / ops team and point of escalation for internal resources
• Facilitate regular meetings with client ops team / program owner and develop, schedule and lead in-person Business Reviews with Client Champions
• Socialize Eved with new groups within existing clients, conduct demos, train on new functionality, proactively resolve issues, and help clients optimize use of Eved
• Act as Subject Matter Expert on Eved and Global Corporate Payments for new and existing clients
• Project manage special client projects
• Drive processes and procedures to both deliver best-in-class service and help Eved scale; Refine and maintain playbooks for Eved’s Help Desk, Implementation and Customer Success teams

Success in this Role Includes:  

• Achieving Key Metrics: Meeting or exceeding key performance indicators such as client retention, client spend, and customer satisfaction. For example, achieving 100% client retention, hitting 85%+ of client spend goals, and improving customer satisfaction.
• Meeting Client Goals: Maintaining client plans and hitting at least 90% of success goals for each customer.
• Effective Collaboration:  Working closely with internal teams, including product managers, engineers, merchant service specialists, and sales team members, to ensure successful adoption and implementation of Eved and new product features.
• Proactive Client Engagement: Identifying and mitigating issues and risks, providing strategic direction to clients and identifying and executing on opportunities to grow client accounts.

Qualifications:  

• 10+ years of experience in Customer Success, Implementation, Product, Client Services, or Consulting Role
• Executive Communication – Strong collaboration and influencing skills, ability to facilitate effective meetings and conversations with high-level internal and external stakeholders, and ability to become trusted advisor of client 
• Analytical Ability – Proficient in salesforce and excel; Ability to analyze data to identify trends, build a business case, and drive actions
• Strategic Thinking – Ability to see the big picture; Ability to proactively anticipate issues and needs of the customer; Ability to balance needs of the customer with business needs to provide the best possible solution
• Technical Acumen – Ability to communicate technical product features and corresponding value to clients; Ability to demo software for external clients and adjust software configurations to meet client goals
• Leadership - Demonstrates inspirational leadership, effective delegation, coaching and development, team building, and strong communication skills to guide and motivate your team
• Preferred - Experience with Accounting Software (e.g. SAP, Oracle, Workday, etc); Experience with Enterprise Finance, AP and/or global payments

Benefits: 

• Fully Remote Position
• Medical
• Dental
• 401K
• Unlimited PTO and more

The annual OTE for this role is $100,000 to $165,000.  This range includes both annual base salary and bonus for the role.  This salary range will be narrowed during the interview process based on a number of factors, including the candidate’s experience and qualifications.