Director Client Success

Company: C2FO Limited
Location: Basehor
Posted on: October 9, 2021

Job Description:

The Director of Client Success will report to the VP, Client Success and Insights and lead a team of Client Success Managers (CSMs) working with enterprise clients to deliver business value.  This individual must have a deep understanding of Customer Success fundamentals and operational leadership experience.  As a leader of the CS team, she/he will have ultimate responsibility to deliver exceptional client experience, be responsible for revenue targets and drive expansion opportunities with existing clients.  The successful candidate must possess solid organizational and communications capabilities, and an intense focus on hitting our joint goals. 

Responsibilities

• Hire, mentor, develop and direct Client Success Managers (CSM) to perform their daily duties
• Ultimate ownership of team outputs including but not limited to C2FO product adoption, retention, new product/existing product expansion, revenue performance to targets, daily market operations, yield and cash management to client expectations
• Partner with Sales leaders and offer account insight to build pipeline volume and accelerate expansion velocity.
• Lead the design and implementation of C2FO’s Client Success playbook, setting CSMs up for success with holistic account management
• Champion client priorities with executive leadership; Collaborate and communicate with Product and Engineering colleagues to influence Client Success and Operations initiatives within the product roadmap
• Anticipate business value concerns/poor ROI and direct teams to manage through to success
• Evaluate risk drivers across products to make strategic decisions and align resources across teams
• Identify business needs for growth, productivity improvement as well customer experience improvement opportunities.
• Possesses robust cross-functional team leadership skills and displays strong business acumen and decision-making abilities.
• Map the client’s journey, optimize the client’s lifecycle and heath score; identify listening points and standardized actions at each point in the life cycle
• Architect and implement company-wide strategic initiatives across Client Success team, ensuring all applicable internal teams (Product, Marketing, SRM, Engineering, Sales) are consulted and supporting

Additional Requirements 

• 8+ years of experience in a Customer Success and/or Sales leadership role
• MBA, Masters in Finance or Marketing (preferred)
• Ability to communicate well with others, teams and across department leaders all while managing the relationship with our external clients
• Demonstrated success in building a Services or Customer Engagement function
• Financial acumen and ability to discuss financial topics with the senior financial team in client organizations is preferred.
• Senior leader able to operate effectively with C-level executives
• Proven track record in client relationship management and/or the sales of financial technology products and services.
• Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
• Ability to move seamlessly from strategic, innovative, “big picture” to the finest details to ensure operational success
• Systems thinking, with operational and process focus and unrelenting attention-to-detail

C2FO is working to deliver a future where every company in the world has the capital it needs to grow. Our technology provides an easy, low-cost way for businesses of all sizes to increase cash flow by receiving early invoice payments. Since 2008, C2FO’s online marketplace and innovative financial products have accelerated payments by more than one billion days for companies in over 180 countries. 

Named one of Forbes’ “Fintech 50,” C2FO provides more than $1 billion in working capital each week for hundreds of thousands of businesses. C2FO has more than 400 employees worldwide, with headquarters in Kansas City and locations throughout Europe, Asia Pacific and Australia. For more information, visit www.C2FO.com.

Commitment to Diversity and Inclusion 

Pollen, Inc. (C2FO) believes that unique backgrounds and individual voices strengthen our team, leading to the best ideas and discoveries for our innovative and growing company. At C2FO, we seek, encourage, and nurture diverse perspectives, and we welcome those of all backgrounds to help us change the way global businesses of all sizes gain access to working capital. 

As an organization, we not only value diversity and equality, we cultivate teams that feel empowered to bring their authentic selves to work every day. We strive to create a workplace that reflects the communities we serve and our global, multicultural clients. We recognize the power of inclusion, emphasizing that each team member was chosen for their unique ability to contribute to the overall success of our mission. 

C2FO is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.

Keywords: C2FO Limited, Lawrence , Director Client Success, Other , Basehor, Kansas