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Director of Customer Success job at Fūsus, Peachtree Corners

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Director of Customer Success




Fusus is the fastest growing Real Time Crime Center software platform in public safety. Using agile technology, cloud computing, and disruptive fusion methodologies, we enable our public safety customers to unify video and data from public and private sources to dramatically enhance the Agency’s situational awareness and crime response capability.


The Company culture is predicated on strong individual contribution, working closely with its customers, and winning as a team. Our public safety customers are the center of our universe, and their mission to save lives and improve the safety of their community inspires us to empower them with great innovation.


Position Overview:


The ideal candidate will be responsible for ownership of the customer success life cycle and responsible for managing the team who is focused on customer retention and software subscription expansion. The Director of Customer Success will accomplish this by ensuring the Fusus product is a mission critical component of the Customer's daily operation. The director will ensure that every customer interaction is well thought, professional, and aligns with the overall Fusus objectives, so that the customer is maximizing their value of the Fusus platform. The director will establish and track performance metrics for operational processes proven most impactful to performance in terms of achieving KPI goals by the Customer Success team. The director will make adjustments to strategic initiatives when needed to ensure a positive customer experience and the opportunity to generate new revenue through up-sales in addition to ensuring annual subscriptions. The Director of Customer Success will assist in establishing the vision, effectively communicate objectives to the team, and maintain organizational alignment.


Duties:


  • Ensure our customers are successful in maximizing the use of the Fusus platform as a mission critical tool at all levels within the organization.
  • Work with both internal and external stakeholders to ensure customer SaaS renewals are paid in a timely manner.
  • Identify areas for expansion of the Fusus platform within the existing customer base which lead to increased revenue.
  • Develop KPIs in conjunction with the Executive team to ensure Customer Success team goals and objectives are being achieved. Develop training methods and tools that support our customers both online and in-person to achieve objectives.
  • Responsible for developing regional in-person training/user conferences with assistance from the Sales and marketing teams several times per year.
  • Ability to present results and customer feedback, including those of technical nature, throughout all levels of the company that include, Project Management, Helpdesk, Engineering, and the Executive teams.
  • Identify metrics within the Fusus platform that reliably reveal how our customers are utilizing the software.
  • Must be a relationship-oriented person – charismatic, articulate, honest. Must be able to create, foster, and sustain long term relationships with co-workers and business partners. Manage the day to day operations of the Customer Success team and ensure the team’s contribution aligns with Company goals.



Qualifications:


  • Proven experience in a customer facing sales or project management leadership role
  • Documented success in achieving revenue growth and minimum churn in a customer facing role at a SaaS company. Experience in leading a team is preferred.
  • Strong, professional verbal/written communication and presentation skills
  • Able to utilize quantitative and qualitative data analysis to validate and drive process improvement
  • Strong leadership presence, advanced interpersonal skills, and the ability to collaborate with teams and strategic partners to produce value and cultivate an atmosphere of trust and mutual benefit
  • Demonstrates a technical knowledge of the industry and experience in a technical role.


Benefits:


Fusus offers our full-time employees and their families an exceptional portfolio of employee benefits, including:


  • Medical
  • Dental
  • Vision
  • Life/AD&D
  • Long-term Disability
  • 401(k)
  • Generous Leave Policy


Primary Location:


Fusus Headquarters


Salary:


Base Plus Bonus Compensation


Diversity & Inclusion at Fusus:


We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that. Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.


Job country: United States

City: Peachtree Corners

Category: Public Safety,Computer Software,Computer and Network Security

Location: Peachtree Corners, GA, United States

Job posted 2022-05-22

This job is expired

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