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Senior Director Analyst, Customer Service and Support - B2B Customer Experience, Customer Success & Value Realization - Remote US
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Job Description
- Req#: 106617
Employer Industry: Research and Consulting Services
Why consider this job opportunity:
- Salary up to $202,500
- Participation in an annual bonus plan based on company and individual performance
- Market-leading benefit programs including generous PTO and a 401k match up to $7,200 per year
- Opportunity for career advancement and growth within a global organization
- Flexible hybrid work environment allowing remote work and in-person collaboration
- Engaging company culture focused on diversity and inclusion
What to Expect (Job Responsibilities):
- Author high-quality, actionable research content based on best practices and methodologies
- Deliver actionable advice to executive clients through various media, especially virtual engagements
- Lead research projects requiring coordination with colleagues and global research support teams
- Meet with clients regularly to provide tailored advice and insights
- Create and deliver presentation materials for events and client briefings
What is Required (Qualifications):
- Senior leadership experience in customer success, customer experience, or post-sales operations, preferably in B2B SaaS or technology sectors
- 12+ years of relevant functional experience
- Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
- Strong written and verbal communication skills with the ability to engage clients effectively
- Experience working with customer service and support technology vendors
How to Stand Out (Preferred Qualifications):
- Experience designing, implementing, and operationalizing tiered and premium support models
- Executive presence with the ability to establish credibility with executives and stakeholders
- Demonstrated excellence in research writing and project management
- Ability to work independently in a remote setting while collaborating across teams
- Knowledge of Heads of Customer Service and Support initiatives and goals
#Research #Consulting #CustomerExperience #CareerGrowth #RemoteWork #DiversityAndInclusion
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