Senior Director, Customer Success

The Opportunity

The Sr. Director, Customer Success role at Euna Solutions is a critical leadership position responsible for developing and implementing strategies to enhance the overall customer experience. This individual will report to the VP of Customer Experience and Technical Support, and will lead a team of managers, supervisors, and contributors, ensuring customer satisfaction, retention, and growth. The Sr. Director will collaborate with cross-functional teams to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values.

As a Sr. Director of Customer Success, you will be responsible for leading a team Managers of Customer Success, working towards the common goal of providing an exceptional customer experience, high retention rates and driving growth and expansion across all our Euna Solutions products. Your excellence in leadership will play a vital role in the overall success of Euna Solutions.

Working with the Managers of Customer Success you will contribute to incorporating customer feedback into all aspects of the business, setting performance targets for the team, and ensuring they are meeting or exceeding these performance targets. You will report on the success of customer success strategies and make recommendations for continuous improvement.

The ideal candidate will be passionate about customer experience, have a proven track record of success in this field leading and coaching managers.

Experience

• Experience in a startup or fast-paced environment.
• 10+ years of experience in customer experience, customer success, or related fields, with at least 5 years in a leadership role.
• Demonstrated success in developing and implementing strategies to improve customer satisfaction and retention.
• Bachelor's degree in business, communications, computer science, or related field.
• Proven track record of leading successful customer success/support strategies and teams.
• Bachelor's degree in business, communications, computer science, or related field.
• 5+ years of experience working with public sector customers in a B2B SaaS environment.
• Negotiation skills.
• Strong leadership and management skills, with experience managing teams of managers, supervisors, and individual contributors.
• Excellent communication skills, with the ability to communicate effectively with customers, employees, and executives at all levels of the organization.
• Experience working in a software or technology company is preferred.
• Strong analytical skills, with the ability to develop and maintain metrics to measure customer satisfaction and retention.

Responsibilities

• Develop and manage the customer experience budget, ensuring resources are allocated effectively to achieve desired outcomes. Approve team expenses.
• Represent the organization as a thought leader in customer experience, speaking at conferences and events, and contributing to industry publications.
• Monitor and report on key performance metrics related to customer experience, identifying areas for improvement, and taking corrective action where necessary.
• Execute contract renewals as well as any quotes and estimates.
• Ensure all contracts and amendments are up-to-date, compliant, and reviewed prior to execution. Assist Customer Success Managers with any contract negotiations, including terms, conditions, and pricing.
• Lead a team of managers, supervisors, and contributors, providing guidance, coaching, and support to ensure high performance and achievement of team goals.
• Ensure compliance with regulatory requirements related to customer experience, and work with legal and compliance teams to develop policies and procedures to mitigate risk.
• Collaborate with cross-functional teams, including product development, sales, marketing, and support, to drive company-wide initiatives that prioritize the customer experience and align with the organization's goals and values.
• Foster a culture of customer-centricity across the organization, promoting a customer-first mindset and ensuring that all employees understand the importance of delivering an exceptional customer experience.
• Reconcile revenue and churn records from Customer Success with finance monthly.
• Conduct market research and analyze industry trends to stay abreast of changes in the customer experience landscape and identify opportunities for innovation.
• Develop and implement strategies to enhance the overall customer experience, ensuring customer satisfaction, retention, and growth.
• Work closely with the VP of Customer Success and Support to develop and implement customer success and support strategies that align with the organization's goals and values.

Location & Travel

This role will be remote.

What It's Like to Work at Euna Solutions

At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of the perks that Euna employees enjoy:

💵 Competitive wages

We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.

🧘♀️ Wellness days

What’s better than a long weekend? An extra-long weekend! This summer let's begin and end the summer with an extra day on top of the long weekend (July and Sept)! An extra day to decompress and spend time doing the things you love.

🙌 Community Engagement Committee

At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

🕰 Flexible time and remote work

We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in.

💰 Benefits

Ask us for a copy of our health and dental benefits!

🎉 Culture committee

Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions is a leading provider of purpose-built, cloud-based solutions that power critical administrative functions and financial operations for the public sector. Formerly GTY Technology, Euna Solutions offers easy-to-use solutions for procurement, payments, grant management, budgeting, permitting and K-12 administration that are proven to increase operational efficiency, transparency, collaboration, and compliance. Euna Solutions is a trusted partner to more than 2,000 government and public sector organizations across North America, empowering digital transformation and streamlining business processes through a relationship- centered, service-focused approach. Euna propels public sector progress. To learn more, visit www.eunasolutions.com.

Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/

We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.

For any inquiries or requests regarding accessibility at Euna Solutions, please email [email protected] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.