Director, Customer Success at Colossus, Incorporated in Indianapolis, Indiana

Job Description:

Caliber Public Safety is seeking a senior-level professional with client service experience to serve as Director of Customer Success. The individual selected for this role will be a highly energetic self starter. The Director must have a strong customer focus and will ultimately be in charge of developing strategies and managing the day to day functions of the CSM team to ensure our customer base is achieving their desired outcomes with Caliber's services.

What your impact will be:

• 
  Define and optimize customer journey
  
  
  • Define and oversee lifecycle processes/touch points, including executive sponsor program, Executive Business Review process, and various “listening” points (e.g. on usage, NPS, etc.)
  
  
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to executive team
  
  
  • Identify opportunities for continuous improvement
  
  
  
  


• 
  Drive alignment with Renewals & Expansion and Sales
  
  
  • Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus
  
  
  • Give feedback to Sales and Marketing on prospecting approach
  
  
  • Define and drive CSM involvement during sales cycle
  
  
  • Develop and execute sales strategies to identify new sales opportunities within existing customer accounts.
  
  
  • Collaborate with the sales team to align customer service efforts with sales objectives, ensuring a seamless customer journey
  
  
  • Conduct regular account reviews to identify potential upselling and cross-selling opportunities
  
  
  
  


• 
  Drive true value for customers
  
  
  • Be an expert on best practices in change management
  
  
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
  
  
  
  


• 
  Lead cross-functionally to drive customer success
  
  
  • Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience
  
  
  • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
  
  
  • Help foster company-wide culture of Customer Success
  
  
  
  


• 
  Own key metrics for your team
  
  
  • Up-sell dollars
  
  
  • NPS
  
  
  • Annual Recurring Revenue 
  
  
  • Sales of Premium Support & Success
  
  
  
  


• Recruit, mentor, groom and inspire a world-class team


• Achieve operational excellence by continuously improving in alignment with company goals with regular communications of metrics to team

What we are looking for:

• Passionate about public safety and the technologies that serve them


• BA/BS degree or equivalent work experience


• Excellent communicator in-person, on the phone, through email and over web presentations


• Strategic thinker with the ability to think and respond quickly in front of customers 


• Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems

What would make you stand out:

• Direct experience with leading strategy with customer retention focus


• Sales experience into existing customer accounts is required


• 5+ years of public safety related experience


• Highly skilled in MS Suite – PowerPoint, Excel, Word

What we can offer:

• Opportunity for challenging projects and professional growth


• 3 weeks’ vacation and 5 personal days


• Comprehensive benefit package


• Lifestyle rewards


• Flexible work options