Job Title:

Director of Customer Success

Job Code:

DCS23

Reports To:

CEO

Department:

Customer Success

FLSA:

Exempt

Version:

8/11/22

 

At FriendMedia, we are building a world-class in-practice media network and advertising platform that leverages our deep expertise in cloud-based content management to allow our brand partners and their practices to grow revenue by engaging, educating and converting consumers at the point of care. 

 

Why FriendMedia?

  • FriendMedia is an early stage startup with a proven business concept, industry support and a growing revenue stream.
  • Work closely with a world-class Executive Team and Board of Directors to develop and implement the company vision and strategy.
  • Drive the next generation of intelligent in-practice engagement for medical aesthetics and beyond.
  • Full complement of benefit offerings including medical, dental, vision and 401(k).
  • Highly competitive salary and equity package.

 

Position Summary:

As our Customer Success champion and resident expert, this position is responsible for developing, organizing and implementing strategies and tactics to support FriendMedia’s business initiatives, ensuring Practice and Brand satisfaction.

 

Essential Functions

  • Develop, maintain and promote a scalable operational infrastructure necessary to meet FriendMedia’s ongoing corporate objectives.
  • Plan, organize and implement all activities related to distribution, tracking, and Practice onboarding and support, ensuring they are streamlined, timely and effective.
  • Create and maintain comprehensive Customer Success policies that address Practice and Brand order processes and product delivery lead times; 
    • contract and pricing administration; telephone, email, and website support
    • standard terms and conditions; warranty and service procedures
    • complaint tracking and follow-up
    • other issues that may impact customer satisfaction.
  • Manage and motivate a team of Customer Success professionals dedicated to Practice and Brand engagement, satisfaction and ongoing product usage.
  • Work closely with management, IT, vendors, and key users to design, develop and implement business systems and related infrastructure that supports corporate objectives and ensures data integrity as it relates to Practice and Brand transactions, prospects, leads, and account database records, sales reporting, and salesforce territory alignments.
  • Using metrics, benchmarks and regular reporting, work closely with management to identify key performance metrics and implement systems and practices to disseminate KPI’s on a regular basis. Analyze KPI data to identify and implement methodologies for improvement where necessary to meet or exceed corporate goals.
  • As the company grows, coordinate administrative tasks related to compensation and award development, setup of territory alignments, and Brand lists
  • Develop and implement systems to track progress against sales quota goals, and tracking of expenses and budgets.
  • Work in conjunction with Sales to maintain a weekly and monthly forecasting process and then analyze achievement against forecast.

Position Qualifications:

  • This position requires a minimum of an undergraduate degree, with a preference for an MBA or equivalent advanced business training or experience.
  • Must have 5+ years of experience in a Customer Success or Sales Operations leadership role
  • Strong collaboration, team building, and personnel development skills.
  • The flexibility to manage and operate a very small department initially and develop Customer Success infrastructure in order to support the organization as the business and company grows.
  • Willingness to work at a tactical level when necessary, to provide back up or to fill-in in for direct reports.
  • Experience in managing a departmental budget function, management and development of employees, and cross functional collaboration within all areas of the company. 
  • Track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment
  • Experience using large-scale analytics and data, both qualitative and quantitative, to analyze and measure results
  • Excellent oral and written communication especially in data driven environments

To submit your resume for an open position, please email us at hr@friendmedia.com