Director, Strategic Accounts

| Greater LA Area
ABOUT NuORDER: 
NuORDER is a venture-backed, B2B eCommerce technology company revolutionizing the way the $130 billion wholesale business is done. Since 2011, we’ve offered a platform to empower brands and retailers to conduct their business in a smarter, modern, more efficient way and 100% online. We’re digitizing the buying process and currently partnering with over 1,200 brands and 500,000 retailers within different verticals to provide a central place to browse different products and catalogs, access up-to-the-minute sales and inventory data, and place orders any time of day, even via mobile.
POSITION SUMMARY
NuORDER is hiring on a Director of Strategic Accounts, reporting to the VP of Customer Success, who will own the oversight and management of our mid-market customer segment. This includes acting as a leader and coach for a global team of Customer Success Managers, encouraging and tracking against quarterly gross and net retention targets, driving process to scale our organization effectively, serving as a point of contact for client escalations and delivering on the highest levels of customer satisfaction. This team is integral to NuORDER and is responsible for the satisfaction, strategy, value-delivery, retention and growth of our customers. 
Your success will be linked back to your strengths at inspiring, managing and motivating a team, planning and executing scalable strategies and superior client management and escalation skills. The ideal candidate is also able to deal with ambiguity and thrive in a fast paced environment.

Responsibilities:

  • Design and launch critical programs to improve customer experience and operational efficiency at NuORDER
  • Lead, groom and inspire a Customer Success team of direct reports
  • Oversee life-cycle processes/touch points, including executive sponsor program, "listening" points (e.g. on usage, NPS)
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
  • Ensure that your team understands our customers' objectives and are delivering on them
  • Determine how to define, drive, and demonstrate quantifiable value (ROI) for customers as well as analyzing production adoption, NPS scores, etc.
  • Achieving against quarterly gross retention and net retention targets (cross-sell & up-sell)
  • Gather feedback from other departments (Sales, Client Services, Product, etc.) to improve the overall customer experience

Requirements

  • 6+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company or high growth technology company
  • 3+ years managing and building a customer success team
  • A track record for hitting predictable customer renewals through building a reliable customer life-cycle, setting joint goals with customers, and creating systematic processes across Sales/Customer Success/Product
  • Well-versed with Customer Success tools like Salesforce (ability to build and manage dashboards and reports) to track customer health at scale

Why NuORDER? 
We’re creative, innovative, and helping businesses become more efficient. Ensuring that each member of our team feels fulfilled and on track to become the very best employee they can be is important - and we encourage our people to discover new ways of achieving specific goals. We fully believe that each and every individual part of our organization provides value, a new perspective and progress to NuORDER’s growth and success. Come join us so we can build together!
BENEFITS:
 NuORDER offers a competitive salary and benefits package complete with medical, dental & vision insurance, a matching 401k program, flexible PTO & a wide array of holidays. We also offer paid maternal and paternal leave.
As a NuORDER employee, you can expect a variety of learning and development opportunities and a plethora of snacks, coffee, and sparkling water in our fully stocked kitchen! In addition, it’s not unusual for us to have Bagel Fridays, free lunches, game nights, and happy hours to bond as a team!

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Location

900 Hilgard Ave., Los Angeles, CA 90024

An Insider's view of NuORDER

What’s the vibe like in the office?

Friday Vibes. It's what we call our team's handshake. This means you were next level all week and you are celebrating your achievements great and small with your teammate. I've been here for over 5 years and it's exciting to see how much we've grown over the years, yet we know we can take it to even greater heights. So Friday Vibes = NuORDER!

Susan

Services Director

How does the company support your career growth?

Over the last 5 years, I have worked in 3 different departments and am now help manage NuORDER’s Business Operations. My managers have taken an active interest in my career aspirations and expectations. Not only have I been given the resources I need, I have been mentored by executives who have vast experience in my interest areas.

Steven

Business Operations Manager

What are NuORDER Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Online course subscriptions available
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