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Customer Success Director

Company: Trurating
Location: Atlanta
Posted on: May 16, 2022

Job Description:

Job Description TruRating be part of something which will change the world. Take the plunge. Live the dream. Do something which you know will touch the lives of millions of people the world over every single day, which will change the way businesses and consumers think. Get out of bed in the morning for that adrenalin hit, love the pace, love the challenge, love doing what has never been done before and love being the best youve ever been. And whats more, owning part of what youve created. TruRating is a hypergrowth SaaS company that improves businesses, benefits consumers, and donates to charities. Our patented Customer Experience (CX) technology collects feedback from 80% of customers at the point of payment and provides this data in real-time to improve the multi-channel experience and revenue for all retail businesses. This feedback also provides transparent, representative, and validated information to consumers in the form of TruRating store profile pages, whilst for every question we ask, TruRating donates to charities around the world. We partner with the biggest payment companies in the world, and our unique integrations mean we are delivering an unprecedented dataset. No other business in the world is combining online and offline sentiment and consumer behaviour data in huge volumes, at near to real time. Our customers include some of the best performing and highest-profile retailers in the world and the group is growing all the time. We are collecting millions of ratings and over 150m data points every week and are live in the UK, Europe, North America, Australia, and NZ. With 300m ratings now under our belt and global patents granted / registered, the world is there for the taking. We need to grow our passionate team to help us live out the dream and deliver on our incredible opportunity. TruRating is a global organization with US headquarters in Atlanta GA, UK headquarters in London and ANZ headquarters in Sydney. We are actively growing our team and invite you to check us out The role You will take pride in helping our customers (merchants) get the very best out of our products, managing relationships across the full range of TruRating customers. From niche merchants to large network retailers, youll happily support merchants through their TruRating journey. With no two days being the same youll pivot from ensuring seamless activation of new customers to employing multiple strategies to maintain strong positive relationships with your assigned customers and ensuring they are continually achieving value from our platform. Youll be with them from the ground up providing training (pre-launch and ongoing), smooth merchant onboarding, and ongoing relationship and success plan management, celebrating their wins and helping them find actionable insights to grow their business. Comfortable with data, youll enjoy working with our global Data & Insights team to guide and shape deep-dive analytics and have previously shown value to your customers by presenting and explaining data insights. The successful applicant will be a fantastic communicator with a warm, enthusiastic, and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each. You have demonstrated experience of long-term customer retention and revenue growth, in a B2B environment, retail or hospitality being a bonus. You are a natural problem solver, ready to ease our merchants through any issues and successfully manage enquiries through to resolution. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes. Working so closely with our customers, you will be in a highly desired position in the company where you get to provide customer feedback that will help shape our products and services as we go on to bigger and better things. Key responsibilities Coordinate the broader team to ensure seamless activation of all new merchants, liaising with Sales, other CSDs, and the tech team. Close merchant management to support the long-term retention of merchants. Maintain strong relationships across your merchant group and at all levels within merchant hierarchy. Partner with merchants to continually identify and guide on key business needs and success metrics and to craft and execute plan to achieve. Garner merchant advocacy (via testimonials, case studies, etc) and ensure measurable ROI is achieved. Own commercial responsibility for merchant account including renewal and expansion. Seek opportunities to upsell services to merchants and thereby drive increased revenues from the base. Manage merchant communications ongoing (face-to-face, telephone, email, SMS, and web). Deliver frictionless merchant on-boarding and ongoing training. Work with the Data and Insights team to demonstrate TruRating utility to merchants through interpretation of ratings and transactional data and case study generation. Provide regular internal reporting against key metrics (i.e. merchant retention and satisfaction criteria) and against budget where applicable. Exceptional ability to multitask. Provide support where necessary and relevant to the Global Head of Customer Success and to other emerging TruRating markets. Assist and input on global projects. Represent voice of customers and provide input that will shape our product roadmap. Anticipate and identify issues and escalation path as appropriate. Requirements We would love to bring on board someone who is/has A minimum of three years working in a customer-facing, professional role, preferably with SaaS experience Experience in onboarding and training new customers and helping them get the most out of the platform. Passion & enthusiasm - and believes in the huge TruRating opportunity, is a 'doer' and can build and drive key external relationships and is excited by continuing the growth in North America Fantastic communication and personal skills - with the ability to enthuse people about TruRating and help create and maintain merchant advocates that support our brand within their organizations Customer focus - and has a natural flair for understanding customer needs and is willing to go the extra mile to ensure the success of our merchants A technical mind - that understands and is excited by technology and data trends and is comfortable communicating these An ability to interpret data to uncover and communicate actionable insights and lead through change management processes Proficient with Excel and PowerPoint and experience with BI tools Fantastic organisational skills - with the diligence to update our CRM system, run merchant reports and keep detailed notes about customer discussions A natural affinity with problem solving - with the tenacity and diplomacy to successfully resolve queries Self-reliant, resilient, and proactive with high levels of motivation to make things happen, deliver effectively and efficiently Loves being part of a high performing team and adds enthusiasm and the drive to overcome challenges and turn them into opportunities A shared vision - and is excited by working in a business that is going to improve the world; someone who 'gets' the TruRating ethos and embraces our values. We are highly driven but doing business 'the right way' and fun are core to all we do Retail experience a bonus We are not currently able to provide any visa sponsorship places, so please only apply if you have the right to work in the US. Benefits TruRewards TruRating offer our team many benefits including 25 days holiday, a generous share options package, a fun and creative working environment, a fully-stocked kitchen of treats and drinks, plus our summer and winter days out. Our other TruRewards include a comprehensive Healthcare package which includes dental and vision coverage as well as TruAppreciation Awards and Anniversary Awards for our Team Members. As with everyone in the team, you will have share options and therefore own a part of the companys success. Application process As well as your CV please include a brief introduction that helps us understand why you would be a great fit for the role. We are keen to quickly bring on board this crucial member of the team so please do get in touch promptly. TruRating is strongly committed to providing a welcoming and inclusive work environment that is free from any form of discrimination and inequality we all thrive as part of a diverse and supportive culture.

Keywords: Trurating, Atlanta , Customer Success Director, Executive , Atlanta, Georgia

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