Director, Client Success

PSI Services LLC; United States; Remote; USD 125,000 - 130,000; Full time

Job summary

PSI Services LLC seeks a Director of Client Success to manage a team overseeing client relationships to ensure top-notch service delivery. The role focuses on strategic growth, client retention, and leading a team, underpinned by a strong commitment to customer success and service excellence.

Benefits

401k/Pension/Retirement Plan

Enhanced PTO/Annual Leave

Medical insurance

Dental, Vision, Life and Short-Term Disability

Employee Assistance Program

Volunteer Day opportunities

Qualifications

• 5+ years experience in Customer Success/Account Management
• Ability to develop executive champions at a strategic level.
• Experience with technical and non-technical audiences.

Responsibilities

• Manage and develop a team of 4-8 direct reports.
• Negotiate contracts and agreements to maximize profit.
• Create and present performance success metrics to VP.

Skills

Customer Success

Account Management

Team Leadership

Strategic Thinking

Negotiation

Education

Bachelor’s degree in business, sales, marketing

Advanced degree

Tools

Salesforce

Job description

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We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at: https://www.psiexams.com/

About the Role

The Director of Client Success has responsibility for managing a team that oversees a portion of PSI’s Client Book of Business. This team ensures the delivery of services meet the scope of the individual contracts and do so in a manner consistent with PSI’s world class service culture.

The Client Success team is strategic point of contact for our clients and have responsibility for the retention and expansion of our clients’ services. They are strategic thinkers and liaison between clients and our internal support teams.

Role Responsibilities

• Manage and develop a team of 4 - 8 direct reports to deliver exceptional service and relationship building to a specific portfolio of PSI clients to increase revenue and to reduce churn.
• Maintain accurate client data within Salesforce for internal data needs including client systems, economic factors, annual growth targets and more.
• Develop and implement Customer Success protocols, including Account Reviews and Exit Survey for lost accounts to meet internal KPI’s.
• Add value to client relationships by actively participating in client discussions to support team members for coaching opportunities and to identify escalation trends and opportunities.
• Create and present to VP, Client Success all monthly and quarterly performance success metrics.
• Negotiate contracts and agreements (renewals and expansion deals) to maximize profit.
• Oversee the project management of new deliverables and the onboarding of new clients to meet all milestones
• Results Focused: Infuse the team with a sense of purpose and create clear accountability. Establish a track record as a reliable, "go to" performer. Set and adjust priorities effectively; remove barriers and act with an appropriate sense of urgency. Energize others to excel and continuously improve.
• Influence: Develop strong business partnerships and credibility with colleagues. Offer new ideas and build support for making significant change. Ask questions and listen to gain input and insight. Foster an open exchange of ideas.
• Serve as an example of PSI culture to our clients and the rest of the organization.
• Communicate clearly and concisely. Resolve differences/conflict in a constructive manner.

Knowledge, Skills and Experience

• Ideal combination of post- sale experience as both an individual contributor and a leader of a team
• Hands on experience in Customer Success/ Account Management for 5 years or more
• Proven ability to develop executive champions at a strategic level
• Bachelor’s degree in business, sales, marketing required. Advanced degree a plus
• Ability to interact with both technical and non-technical audiences. Experience in enterprise software is a plus
• Experience establishing and reporting on team metrics
• Past success in overcoming conflict with clients to win a mutual outcome.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan - with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance - country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts - for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Program
• Commitment and understanding of work/life balance
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
  

Title: Director, Client Success

Location: Remote-US

Salary: $125-$130K + Bonus

About PSI

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at: https://www.psiexams.com/

About the Role

The Director of Client Success has responsibility for managing a team that oversees a portion of PSI’s Client Book of Business. This team ensures the delivery of services meet the scope of the individual contracts and do so in a manner consistent with PSI’s world class service culture.

The Client Success team is strategic point of contact for our clients and have responsibility for the retention and expansion of our clients’ services. They are strategic thinkers and liaison between clients and our internal support teams.

Role Responsibilities

• Manage and develop a team of 4 - 8 direct reports to deliver exceptional service and relationship building to a specific portfolio of PSI clients to increase revenue and to reduce churn.
• Maintain accurate client data within Salesforce for internal data needs including client systems, economic factors, annual growth targets and more.
• Develop and implement Customer Success protocols, including Account Reviews and Exit Survey for lost accounts to meet internal KPI’s.
• Add value to client relationships by actively participating in client discussions to support team members for coaching opportunities and to identify escalation trends and opportunities.
• Create and present to VP, Client Success all monthly and quarterly performance success metrics.
• Negotiate contracts and agreements (renewals and expansion deals) to maximize profit.
• Oversee the project management of new deliverables and the onboarding of new clients to meet all milestones
• Results Focused: Infuse the team with a sense of purpose and create clear accountability. Establish a track record as a reliable, "go to" performer. Set and adjust priorities effectively; remove barriers and act with an appropriate sense of urgency. Energize others to excel and continuously improve.
• Influence: Develop strong business partnerships and credibility with colleagues. Offer new ideas and build support for making significant change. Ask questions and listen to gain input and insight. Foster an open exchange of ideas.
• Serve as an example of PSI culture to our clients and the rest of the organization.
• Communicate clearly and concisely. Resolve differences/conflict in a constructive manner.

Knowledge, Skills and Experience

• Ideal combination of post- sale experience as both an individual contributor and a leader of a team
• Hands on experience in Customer Success/ Account Management for 5 years or more
• Proven ability to develop executive champions at a strategic level
• Bachelor’s degree in business, sales, marketing required. Advanced degree a plus
• Ability to interact with both technical and non-technical audiences. Experience in enterprise software is a plus
• Experience establishing and reporting on team metrics
• Past success in overcoming conflict with clients to win a mutual outcome.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan - with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance - country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts - for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Program
• Commitment and understanding of work/life balance
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
  

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  E-Learning Providers

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