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Director of Customer Success

Company: Green Street
Location: Newport Beach
Posted on: October 15, 2020

Job Description:

Green Street provides preeminent and actionable commercial real estate research, news, data, analytics, and advisory services in the U.S. and Europe. For more than 35 years, Green Street has delivered unparalleled intelligence and trusted data on the public and private real estate markets, helping investors, banks, lenders, and other industry participants optimize investment and strategic decisions. The firm delivers exclusive market information, conclusion-driven insights, and predictive analytics through a SaaS platform. The company is headquartered in Newport Beach with offices in Hoboken, Dallas, and London. To learn more, please visit [ The success of Green Street is directly attributable to the strength of our people. We attract high-quality applicants due to our reputation for excellence and our commitment to train and retain talent. Our collaborative work environment provides team members with opportunities to develop professionally and play a central role from day one. At Green Street, we are all about providing unique insights. A diverse and inclusive work environment where top talent can thrive, think freely and offer different perspectives makes our insights even stronger. Were building a company culture where differences in gender, race, age, religion, ethnicity, identity, physical ability and perspectives are celebrated and valued. As the leader of Customer Success you will be responsible for driving long-term success and value for our customers. You will own all Customer Success activities including new client on-boarding, user support and training, and client advocacy. You will have the opportunity to build and lead a team of Customer Success Associates to optimize the client experience and outcomes. Ultimately your teams mission will be to grow the lifetime value of Green Street clients through higher product adoption, customer satisfaction, and retention. Responsibilities: * Drive Customer Success outcomes (e.g. user & usage growth, overall health scores, and retention) * Define and optimize customer lifecycle by mapping the customer journey and standardizing communications for each critical touchpoint * Define optimal strategies by client segment, identify opportunities for continuous improvement * Manage Customer Success activities including user onboarding, training, and support * Measure team effectiveness through defined operational metrics and reporting * Build Customer Success team by attracting high potential talent, quickly onboarding new team members, and fostering collaboration across revenue teams * Enhance impact and efficiency of customer communications and interactions through use of technology * Help create culture of Customer Success across Commercial teams and the broader company * Own the customer feedback loop and influence the product roadmap to drive value for clients Requirements * 5+ years experience in leading customer-facing organizations * Ideally combined background of post-sale and sales experience * Enthusiastic and creative leader with the ability to inspire others * Strong empathy for customers and passion for growing revenue * Deep understanding of value drivers in recurring revenue business models * Analytical and process-oriented mindset * Demonstrated desire for continuous learning and improvement * Excellent communication and presentation skills * Relevant Bachelors degree; preference for finance, economics or related fields Travel Percentage: Up to 20% Benefits * Medical & dental insurance - 100% premium coverage * Company sponsored employee assistance program, life insurance and long term disability coverage * Health savings accounts and flexible spending accounts * 401(k) matching * Vacation (3+ weeks), sick, and personal time * Company paid holidays and summer half day Fridays * Cell phone reimbursements & gym stipends * 16 weeks fully paid maternity leave & 2 week fully paid paternity leave * Green Street sponsored co-ed basketball & soccer teams * Green Street is an Equal Opportunity Employer

Keywords: Green Street, Newport Beach , Director of Customer Success, Executive , Newport Beach, California

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