Experienced Customer Success Director for Technology Vertical – Strategic Account Management and Revenue Growth Expert

Introduction to blithequark

At blithequark, people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members, operating with empathy and compassion, blithequark fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About the Role

Our Customer Success Director is a member of the Account Management Team, focusing on enterprise-level account management to grow revenue in the most strategic accounts through sales of blithequark products and solutions within a small number of named accounts under the Technology Vertical. This role anticipates insuring and growing this revenue stream via the development and ongoing maintenance of a strategic account plan and the definition of the strategic deployment of resources required to drive the penetration of blithequark solutions through the enterprise within assigned accounts, and to maintain the base revenue that is already present in those accounts. Coordination with clients, operations management, and technology is essential to ensure service levels are being maintained.

Key Responsibilities

The role is 100% remote, with up to 20% travel as needed for client needs, and the individual must be located in the United States. Key responsibilities include:

• Developing clear and thorough strategic account management plans detailing all relevant information about customers, their industries, and their specific risk history.
• Tracking revenue trends and upsell opportunities and analyzing competitive threats to meet or exceed quarterly and annual revenue objectives within a defined list of named accounts.
• Identifying additional products or solutions blithequark can provide to enhance customer relationships and revenue growth.
• Identifying required cross-functional resources needed to maximize revenue opportunities and penetrate the market with blithequark products and solutions.
• Clearly demonstrating an understanding of blithequark pricing, administrative procedures, and organization to effectively articulate blithequark benefits in a manner meaningful to customers, as well as answering client questions or implementing solutions in a timely fashion.
• Maintaining a current understanding of blithequark competitor offerings to effectively sell the advantages of blithequark over its competitors.
• Preparing and delivering quarterly and annual client business reviews to ensure transparency and strategic alignment.
• Documenting and managing all action/project plans for assigned client bases to ensure seamless execution and follow-through.
• Analyzing trends and making recommendations on potential changes to customer programs, intervening as required to ensure customer satisfaction, and providing solutions to business problems by analyzing root causes and bringing resolution to issues.
• Updating and maintaining knowledge of all aspects of customers’ background screening and/or occupational health programs, including scopes of work, account and package configurations, pricing, handling procedures, and adjudication matrices.
• Constantly seeking, sharing, and implementing best practices to enhance customer success and revenue growth.
• Establishing and maintaining excellent customer relationships at all levels to provide superior service and solutions, managing customers with clear communication and needs analysis, and providing internal leadership in a heavily matrixed environment managing several cross-functional resources.
• Partnering with the internal account team to review program performance and identify areas for improvement.

Program Management and Administrative Responsibilities

In addition to the key responsibilities outlined above, the Customer Success Director will also be responsible for:

• Managing customer contractual documentation, including MSAs, Schedule As, Statements of Work, SLAs, and SOPs, as well as managing contract renewals and proposal responses to RFPs.
• Developing and delivering unsolicited renewal proposals with clearly articulated value propositions to customers.
• Managing monitoring and reporting programs for customers to ensure compliance and satisfaction.
• Hosting cadence client calls to nurture and grow account relationships.
• Performing other duties as assigned to support the growth and success of blithequark and its customers.

Essential and Preferred Qualifications

To be successful in this role, candidates should possess:

• A Bachelor's Degree or equivalent (MBA optional but preferred).
• 5+ years of proven experience and track record in sales account management, managing complex solutions and products for strategic National and/or Global accounts with C-level relationship experience.
• Work experience in a professional account management and sales environment is desirable.
• Proficiency with MS Office applications, including Word, PowerPoint, and Excel.
• Familiarity with reporting tools like Lookr Analytics and PowerBI is helpful.
• Salesforce use and familiarity in helping track client information is also helpful.
• Strong oral and written communication, and interpersonal skills.
• Outstanding multi-tasking and time-management abilities.
• Excellent organizational, analytical, problem analysis, and problem-solving skills.
• Demonstrated networking capabilities, exhibiting a professional demeanor and business maturity.
• Ability to navigate large organizations and build strong internal partnerships.

Skills and Competencies Required for Success

In addition to the qualifications outlined above, the ideal candidate will possess:

• Strong business acumen and understanding of the technology industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proven ability to drive revenue growth and expand existing customer relationships.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop strategic solutions.
• Excellent organizational and time-management skills, with the ability to prioritize multiple tasks and projects simultaneously.
• Strong leadership and collaboration skills, with the ability to work effectively in a matrixed environment and lead cross-functional teams.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Success Director, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth within the company.
• A collaborative and supportive work environment that encourages innovation and creativity.
• Access to cutting-edge technologies and tools to support your work.
• A comprehensive benefits package, including medical, vision, dental, and supplementary benefits, as well as a 401k with an employer match and an Employee Stock Purchase Plan (ESPP).

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse work environment. We believe that our team members are our greatest asset, and we strive to create a workplace that is supportive, collaborative, and empowering. As a Customer Success Director, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences and driving revenue growth.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, approximately $90-110K base annually, as well as a comprehensive benefits package, including:

• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Access to tech and growth opportunities, and leaders who want you to succeed.
• Ability to work remotely with occasional business travel.

Conclusion

If you are a motivated and results-driven professional with a passion for customer success and revenue growth, we encourage you to apply for this exciting opportunity. As a Customer Success Director at blithequark, you will be part of a dynamic and fast-paced team that is dedicated to delivering exceptional customer experiences and driving business growth. Don't miss out on this opportunity to join a leading provider of mission-critical background screening solutions and take your career to the next level. Apply today!

blithequark is an equal opportunity employer, and we welcome applications from diverse candidates. We are committed to creating an inclusive work environment that values and respects all employees, regardless of their background, culture, or identity.

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