PreVeil is looking for a Director of Customer Success!
PreVeil offers encrypted email and file sharing services that support compliance with government regulations as well as for business and personal use. PreVeil’s encrypted email works with existing apps like Outlook or Gmail, letting users keep their regular email addresses.
PreVeil Drive works like DropBox for file sharing, but with far better security. All messages and documents are encrypted end-to-end, which means that no one other than the intended recipients can read them—not even PreVeil. PreVeil is designed for both small teams and large enterprises.
In this role, you will work with new and existing enterprise customers to ensure they are successful and delighted with the PreVeil platform. You will be responsible for welcoming new customers and building relationships to encourage product usage. You will have objectives associated with renewal levels and expansion sales. You will manage a small team of CSMs but also manage some customers directly.
Responsibilities:
- Lead the CSM team to achieve team monthly, quarterly and annual objectives
- Hire and train new CSMs as necessary
- Propose and implement improved processes for more effectively managing the
customer base
- Manage all post-sales activity for customers through strong relationship-building,
product knowledge, planning, and execution
- Maintain a deep understanding of the product and speak with customers about the
most relevant features and functionality for their specific business needs
- Develop joint success plans with larger customers to ensure there is a plan in place to
drive adoption and maintain satisfaction
- Track accounts to identify churn risk and work actively to eliminate that risk
- Collaborate with our Product, Compliance, and Customer Support teams on the
identification and tracking of feature improvement requests, troubleshooting, and bugs
- Function as the customer advocate and provide internal feedback on how PreVeil can
better serve our enterprise customers
Requirements:
- Bachelor’s degree from an accredited university
- At least 5 years prior account management or customer success experience
- Strong communication skills and technical aptitude
- Experience using Salesforce
- Proactive team player who has fresh ideas when it comes to user adoption and
customer churn mitigation
- Enjoys working closely with customers to ensure complete satisfaction
- A self-starter who takes the initiative to get things done
