Director of Customer Success

Company Description At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency. Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively. Job Description We are looking for an engaging, customer-centric leader to make a meaningful impact on Alertus and its customers. The Director of Customer Success works on the front lines of the company increasing customer satisfaction and product utilization through a variety of strategic initiatives. This is a highly-visible role critical to the overall growth and success of our organization. Our ideal candidate has a passion for customer engagement and will stop at nothing to understand and address the needs of our customer base. This is an office based role and requires reporting to our HQ in Baltimore daily. Additional Information: All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date. Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19. Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All your information will be kept confidential according to EEO guidelines. AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP A Day in the Life: Oversee the day-to-day operations and performance of the customer success team. Organize, host, and manage all customer events and programs, including cultivating and expanding customer User Groups and customer pilot programs. Direct the strategy for all customer communications, ensuring a consistent approach to engagement, education, and incident response. Manage and nurture existing customers through strategic initiatives like customer education and training, engagement calls, and surveys to mitigate customer attrition. Act as a customer advocate, ensuring all customer feedback is accurately documented and appropriately conveyed to internal Alertus stakeholders. Develop strong relationships with internal and external stakeholders to drive product adoption, and spearhead cross-departmental initiatives to ensure promises to customers are delivered. Monitor and identify product adoption and utilization trends, provide recommendations based on user experience, and initiate customer conversations centered around product upgrades and new releases. Required Skills and Abilities: Proficiency in understanding customers’ needs and manage client expectations Ability to problem solve and facilitate resolution of client issues Salesforce or other CRM platform experience. Strong analytical acumen to detect patterns, interpret data, and identify areas of improvement Skill in communicating difficult/sensitive information tactfully Excellent interpersonal skills with the capability to effectively collaborate with internal and external stakeholders Exceptional time management skills and the ability to meet deadlines Ability to manage multiple projects simultaneously Organized and reliable: able to work independently with little direction when necessary Ability to operate in fast paced environment Ability to manage multiple projects simultaneously Willingness to travel 25% of the time Education and Experience: Bachelor’s degree or equivalent experience 7+ years of management experience in Customer Success, Client Services, Customer Experience, and roles or similar customer-facing role Alertus Career Advantages: Unlimited Paid Time Off Paid Holidays 401(k) Retirement Plan Medical, Dental, and Vision Plans Short-term Disability, Accident, Hospital, and Cancer Insurance Live Near Your Work HomeBuying Incentive Employee Referral Bonuses Flex Scheduling

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  "lists": [
    {
      "text": "A Day in the Life:",
      "content": "\n<li>Oversee the day-to-day operations and performance of the customer success team.</li>\n<li>Organize, host, and manage all customer events and programs, including cultivating and expanding customer User Groups and customer pilot programs.&nbsp;</li>\n<li>Direct the strategy for all customer communications, ensuring a consistent approach to engagement, education, and incident response.&nbsp;</li>\n<li>Manage and nurture existing customers through strategic initiatives like customer education and training, engagement calls, and surveys to mitigate customer attrition.&nbsp;</li>\n<li>Act as a customer advocate, ensuring all customer feedback is accurately documented and appropriately conveyed to internal Alertus stakeholders.&nbsp;</li>\n<li>Develop strong relationships with internal and external stakeholders to drive product adoption, and spearhead cross-departmental initiatives to ensure promises to customers are delivered.&nbsp;</li>\n<li>Monitor and identify product adoption and utilization trends, provide recommendations based on user experience, and initiate customer conversations centered around product upgrades and new releases.&nbsp;</li>\n"
    },
    {
      "text": "Required Skills and Abilities:",
      "content": "\n<li>Proficiency in understanding customers’ needs and manage client expectations</li>\n<li>Ability to problem solve and facilitate resolution of client issues</li>\n<li>Salesforce or other CRM platform experience.&nbsp;</li>\n<li>Strong analytical acumen to detect patterns, interpret data, and identify areas of improvement</li>\n<li>Skill in communicating difficult/sensitive information tactfully</li>\n<li>Excellent interpersonal skills with the capability to effectively collaborate with internal and external stakeholders</li>\n<li>Exceptional time management skills and the ability to meet deadlines</li>\n<li>Ability to manage multiple projects simultaneously</li>\n<li>Organized and reliable: able to work independently with little direction when necessary</li>\n<li>Ability to operate in fast paced environment&nbsp;</li>\n<li>Ability to manage multiple projects simultaneously</li>\n<li role=\"presentation\">Willingness to travel 25% of the time</li>\n"
    },
    {
      "text": "Education and Experience:",
      "content": "<div>\n\n<li>Bachelor’s degree or equivalent experience&nbsp;</li>\n<li>7+ years of management experience in Customer Success, Client Services, Customer Experience, and roles or similar customer-facing role</li>\n\n</div>"
    },
    {
      "text": "Alertus Career Advantages: ",
      "content": "<div>\n\n<li role=\"presentation\">Unlimited Paid Time Off</li>\n<li role=\"presentation\">Paid Holidays</li>\n<li>401(k) Retirement Plan&nbsp;</li>\n<li>Medical, Dental, and Vision Plans</li>\n<li>Short-term Disability, Accident, Hospital, and Cancer Insurance</li>\n<li>Live Near Your Work HomeBuying Incentive</li>\n<li>Employee Referral Bonuses</li>\n<li>Flex Scheduling</li>\n\n</div>"
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