At Trulia we are customer obsessed – delighting our customers and making them successful is one of our most important tasks. The Director Customer Success will focus on the delight and retention of our over 32,000 Agent subscribers, ultimately driving revenue expansion. You will be the key champion for ensuring Trulia’s customers’ end-to-end lifecycle experience is exceptional. You will partner with sales, customer service, operations, marketing, product, and engineering to develop and execute our customer engagement and retention strategy from all angles of the business. We are looking for someone who has a passion for actionable analytics and leveraging quantitative and qualitative data to drive successful customer outcomes.
This is a new and challenging role that requires exceptional customer centricity, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about!
Define the Customer Success function and develop a cross-functional plan that increases customer loyalty, commitment, and excitement
Accountable for customer success outcomes such as NPS, retention, and development
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Trulia products and services
Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, implementation services and training, technical support, and knowledge management)
Devise a customer contact methodology to monitor and improve renewal/retention rates
Partner with other areas of the business to proactively analyze and assess the interface with our top customers to maximize customer experience in all areas of the entire customer life-cycle
Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
Proven track-record of taking complex data and breaking it down into “coachable moments” for other areas of responsibility
Background in customer success, operations, customer engagement, satisfaction, or retention
7+ years experience driving customer-related strategy, operations & results in large scale & swift moving organizations
Hands-on experience of implementing technology products for use by external customers
Highly data-driven mindset and passion for analytics
Enthusiastic and creative leader with the ability to inspire people
Demonstrated ability to drive customer renewals and customer success
Excellent communication and presentation skills, highly refined interpersonal skills
Ability to define new models and processes from the ground-up and operate at scale
Track record of working cross-functionally to effectively communicate/drive customer/market feedback
Bachelors Degree in related field required
Trulia - 5 months ago
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