Director of Customer Engagement

Company: Alchemer
Location: Louisville
Posted on: January 16, 2022

Job Description:

Who You Are

You have Heart for Service
We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious
We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers' business problems and the solutions delivered with our software.

You Find a Way
We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do.

About Alchemer
Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.
Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer's products and services can be found on our website (www.Alchemer.com).

What You Will Do
Alchemer is a powerful and accessible platform that allows organizations to transform their business through signals from customers and employees. We need to continue to improve and evolve our Onboarding and Professional Services teams to anticipate and meet the needs of our growing customer base. As Alchemer assumes more and more enterprise customers, the expectations for these capabilities continues to increase. This role provides the right person with the opportunity to lead and grow our Onboarding, Professional Service, and Digital Learning Content teams, as well as deliver innovative solutions that enhance our customer's experience.
As the Director of Customer Engagement, you will lead and expand our Onboarding, Professional Service, and Digital Learning Content teams as well as define and roll out new and innovative strategies to drive ongoing customer engagement.

The role, reporting to the VP of Customer Success, will be responsible for:
Customer Onboarding
Delivering on-time and on-budget client engagements that maximize value for our customers through the Professional Services team
Defining and implementing Customer Engagement strategies
Delivery of digital learning content through the Alchemer University platform

The Director of Customer Engagement will work closely with members of their teams, as well as our Sales, Product, and Customer Success teams to ensure our customer's needs are met as quickly as possible, gaining the optimal value out of our platform. You will be accountable for ensuring our customers continue to expand the depth and breadth of the Alchemer platform across their organizations. The ideal candidate loves developing and improving processes to maximize quality, performance, and throughput all while providing technical direction and leadership.

The ideal candidate is passionate about building and running teams that consistently deliver on-time, high quality solutions that exceed customer expectations and drive customer retention. You will be expected to measure, monitor and improve key metrics to drive operational excellence from the team you lead in order to evolve our Customer Service offerings to meet the needs of our customers.

How You Will Spend Your Days:
Lead the Customer Engagement organization including customer onboarding, professional services, custom solution delivery, digital learning content, and customer engagement programs
Build a team and culture that promotes innovation, on-time delivery and reliability for our customers
Develop the vision and strategy for the Customer Engagement organization, including improved onboarding and solution delivery methodologies
Manage the P&L for the Professional Services business
Drive positive contribution margin on Professional Services engagements, ensuring delivery timeline and profit targets
Work with our Sales and Product Management teams to ensure projects are properly scoped and can be delivered successfully
Ensure on time go-lives and drive engagements to full completion
Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk taking to maximize business value
Communicate and interact with customer senior level executives and leaders, establishing credibility and developing trusted partner relationships
Manage engagements across multiple customer-facing projects
Develop, maintain, and continuously improve customer-facing delivery templates, processes, and collateral
Identify trends common across different customers to help improve solutions, existing tools, process and product features, including working with Product Development and Sales
Articulate, contextualize, and champion customer requirements that necessitate software enhancements and solutions to internal Product Management, Solution, and Technology teams
Develop, measure, and improve Professional Service KPIs (velocity, quality, resource utilization, etc.)
Design and implement an innovative Customer Engagement program that measures and predicts customer engagement
Develop strategies based off the Customer Engagement program to drive expanded use of the Alchemer platform across our customer's organizations

What You Bring to This Role:
Bachelor's degree in Engineering, Computer Science, Business Administration, Economics is preferred
7-10+ years working with customers in software implementation and/or consulting capacity with deep experience in project and change management
5+ years working in a leadership capacity
Experience in hiring and building high performing teams
Fundamental understanding of SaaS systems programming and development
Experience with implementation of ERP, SaaS platforms, or related systems is strongly preferred
Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
Exemplary critical-thinking skills (creative thinking and strategic problem solver), attention to detail and ability to perform tasks with a high degree of accuracy
Excellent people management skills with focus on people development
Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
Energetic, highly dependable individual with solid organizational and collaborative skills
Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word and Visio
Team player with demonstrated communication and organizational skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers
Provide ability to manage Customer Onboarding and Professional Services teams to meet key milestones while achieving quality, scalability, security, redundancy, and usability requirements
Proven ability to thrive under tight deadlines while successfully juggling a multitude of projects simultaneously
Highly self-motivated, customer centric, with a passion for success

Compensation for this position includes an annual base salary of $160,000 to $180,000, eligibility for an annual bonus, and participation in the Founder's Pool program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.
Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

In our beautiful new Colorado headquarters, we are actively returning to an in-office presence and as we do so, the health and safety of our team members and customers is our top priority. As part of our return-to-office and recruiting processes, we are requiring vaccination status of our employees and candidates

Keywords: Alchemer, Denver , Director of Customer Engagement, Executive , Louisville, Colorado