• Director, Customer Success

    Job Locations US-NJ-Holmdel
    Posted Date 2 weeks ago(5/10/2018 2:27 PM)
    # of Openings
  • Overview

    We are looking for a smart, hard-working, motivated executive to lead the Customer Success aspects of our business. We view Success as a cornerstone of our five year plan, going beyond metrics and process to focus on doing the right thing for our clients.  This is a key position tasked with the definition of and execution toward a best-in-class customer experience.

    Customer Success is comprised of; Onboarding and Training, Implementation, Solutions and Customer Success for our multiple product lines.



    • Oversee the strategy of our Customer Success and Satisfaction initiatives.
    • Provide leadership for our Customer Onboarding & Customer Success Manager team to increase user adoption and Customer Success for client retention.  
    • Drive staff engagement by providing professional development and guidance to all levels of the success team.
    • Responsible for measuring churn and defining and implementing strategies to reduce churn and increase customer loyalty.
    • Work closely with Product Management, Engineering and Support to identify opportunities for future product functionality and provide insight on customer experience as it pertains to roadmapping.
    • Drive efficiency with Product Management and Support teams in order to provide seamless resolution for customers’ requests.
    • Responsible for managing the ongoing customer related projects as they pertain to small “customer modifications” to larger, more complex enterprise onboarding initiatives around data conversions and customization requests.
    • Define the hand-off from Sales and ensure a seamless Onboarding and post-launch process.
    • Partner with Sales and Marketing to ensure the appropriate onboarding and training plans and ensure they are communicated effectively to prospects.
    • Provide leadership on team evolution and resource allocation.


    Key initiatives include:


    • Define and optimize the customer journey through Onboarding including a success plan to measure against.
    • Defining processes and KPIs, and ensuring process adherence.
    • Defining Customer Success Management metrics and process for strategic accounts.
    • Creation of customer training and self-support infrastructure to allow support plan tiers.
    • Realizing the value of the Success department as a potential source of revenue.
    • Effective prioritization of customer needs based on resource availability and importance
    • Creating an effective Success Management process for Enterprise customers, and the appropriate governance for Mid-Market and SMB customers.



    We value people who are smart, passionate and get things done.  Fit is the most important criteria for us when hiring. We can always find “good technicians” but finding “good technicians” who can succeed in our environment is absolutely critical. So, when we say “fit,” what does that mean to us? To “fit” at WorkWave you must be:


    • Intellectually Curious and Passionate: You love figuring out what the problem is and finding a way to fix it. You enjoy coming to work each day and have a positive energy that the organization can see and feel.
    • Empathetic and Respectful: You truly appreciate others perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are taken.
    • Team Player: You’re willing to jump in and help whenever and wherever needed by the team. Your goal is to find ways to provide value rather than call attention to your individual performance.
    • Analytical: You use data as a guide in your decision-making. You’re able to understand what data is needed, to parse that data in ways that provide key insights and summarize it for the team so that it can be used to drive the intended decisions.
    • Get Things Done: Once you’ve determined the key elements of the problem, you solve it and figure out how to most effectively put that solution in place. You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
    • Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.


    Why work for WorkWave?


    Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things: (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.


    Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey.


    We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch. By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays, we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!



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