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Customer Success Director
Lucidworks
Administration
Remote · United States
Posted on Tuesday, April 25, 2023
Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including Crate & Barrel, Lenovo, Red Hat, and Cisco Systems rely on Lucidworks' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.
About the Role
Lucidworks is looking for a results-driven Customer Success Director (CSD) to engage, retain and enable our customers to fully utilize Lucidworks Fusion. The CSD is ultimately responsible for the complete post-sales lifecycle of a portfolio of Lucidworks customers. As a CSD you will be the primary advocate for customers, guiding them along a path to success and engaging resources across Lucidworks to help them achieve their goals. The ideal candidate will be passionate about, and adept at, providing an exceptional experience for every customer.
Job Responsibilities:
- Empathize with customers and to translate their concerns/desires calmly and competently to others.
- Own and manage customers’ relationships with Lucidworks, encompassing cross-functional touch-points and ensuring internal resources are appropriately deployed for high-impact, value-add activities.
- Plan and execute strategic roadmaps for customers to drive value through a deep understanding of their businesses goals, best practices in search and Fusion’s feature set.
- Conduct customer check-ins and proactively address customer’ needs
- Analyze customer data and improve customer experience.
- Provide high level customer success policies and practices.
- Manage and resolve customer requests and complaints.
- Establish and maintain customer relationships.
- Uphold the core values, policies and procedures of Lucidworks
- All other duties as assigned
- Minimum Education- Bachelor's Degree Communications/Marketing or equivalent experiences
- Minimum Experience - Typically requires a minimum of 6 - 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.
- Acceptable background check
- Professional Skills:
- Business acumen & technology consulting or client facing experience,
- Excellent communication and interpersonal skills,
- Excellent relationship building and relationship management skills,
- Highly organized and ability to multitask,
- Empathize with customers and to translate their concerns/desires calmly and competently to others.
- Strong analytical skills, efficient time management skills, strong ability to prioritize customer and internal needs
Competencies:
- Knowledge & Application: Applies broad expertise and knowledge in highly specialized fields or several related disciplines. Leads and contributes to development of company objectives and principles to achieve goals in creative and effective ways. Exhibits advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts and company objectives to develop, resolve complex models and procedures
- Complexity & Problem Resolution: Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact the entire function
- Communication: Creates formal networks involving coordination among groups. Focuses on providing thought leadership and works on broader organization projects, which requires understanding of wider business. Requires conveying advanced information and persuading several diverse stakeholders/audiences. Recognized internally as a subject matter expert. May direct the activities of others.Core Values:Honor People, Be Curious, Champion customers, Break The Bottle, Align and Commit, Enjoy This
Lucidworks’ salary range for this position is $100,000 - $160,000 USD per year. This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Lucidworks’ total compensation package for employees. Your total rewards package includes (but is not limited to) discretionary variable bonus, equity, top-notch medical, dental and vision coverage, a variety of voluntary benefits, generous PTO policy, various leave policies, and many other region-specific benefits.
Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company.
If you need any accommodations prior to your interview, please reach out to us at: recruiting@lucidworks.com
Thank you for your interest and we look forward to learning more about you.
COVID Vaccination:
As a condition of employment, at time of hire and continuing thereafter, Lucidworks requires that all employees must be fully vaccinated against COVID-19 to the extent that they are: i) working from or visiting any company office; ii) participating in in-person company events; or iii) working onsite with customers.
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