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Director of Professional Services

Stensul

Stensul

Sales & Business Development
New York, NY, USA
Posted on Friday, September 15, 2023

Who We Are

The Stensul Email and Landing Page Creation Platform™ dramatically reduces email creation time - by up to 90% - so teams can better focus on improving email performance. Stensul makes this possible by streamlining the collaboration process and simplifying email creation for all marketers, so they can create high-performing emails that drive stronger results. Stensul integrates with all leading ESPs/MAPs, including Marketo, Oracle Eloqua, Adobe Campaign, and Salesforce Marketing Cloud, as well as workflow platforms, image libraries, live content, link tracking, and messaging platforms. Top brands that trust Stensul to solve their most demanding email problems include AAA, BambooHR, BMW, Cisco, Demandbase, Equifax, Flywire, Greenhouse, MURAL, and Yahoo.

What You’ll Do

As our Director of Professional Services, you will help to empower customers to achieve value outcomes with Stensul, through world-class professional services that are delivered with empathy, expertise, and care. This includes a streamlined onboarding process that ensures customers are up and running quickly and efficiently, as well as ongoing implementation support to help customers get the most out of Stensul.

Specific Responsibilities

  • Formulate, organize and monitor inter-connected projects such as (though not limited to) onboarding and services packages, education plans, in-app messaging strategy, certifications and building out an effective help center by discovering opportunities working with customer facing teams and customer interactions.
  • They should also be responsible for developing project plans, tracking progress and ensuring the projects are assessed for effectiveness with customers.
  • Decide and execute on suitable strategies and objectives for improving customer experiences, increasing customer satisfaction and reducing customer churn.
  • The program manager should be responsible in ensuring all cross-functional teams are working together effectively to achieve positive customer interactions, outcomes and experiences.
  • Assess program performance and aim to maximize ROI by using metrics like customer satisfaction, customer retention and lifetime value.
  • Monitor and report on team metrics, OKRs and other initiatives
  • Partner with diverse stakeholders including Product and Engineering to deliver product functionality and associated support processes, addressing the most common customer pain points and working with stakeholders to develop solutions.
  • Work with Customer Success leadership to develop clear goals for the team, effectively communicating how those goals tie to larger business objectives; monitor progress against goals.
  • Optimize process and use of customer handling platforms (GuideCX, Freshdesk, Litmus, Catalyst and Pendo in-app messaging/guides)

Who You Are

  • 5-7+ years in a customer-facing leadership role, experience with a SaaS B2B company preferably MarTech
  • 5+ years experience in delivering implementation services and meeting client requirements
  • Experienced in creating, implementing, and adapting processes/procedures.
  • Strong written and verbal communication skills with a talent for articulating customer challenges
  • Experience working within SaaS customer support and services platform such as GuideCX, Salesforce, Freshdesk, Catalyst, Looker, Pendo.

What We Offer

  • Competitive compensation package that includes equity
  • Excellent medical, dental, and vision coverage for you and your dependents
  • Weekly catered lunches and fully stocked kitchen with snacks and beverages
  • Extra goodies like team breakfasts, monthly team outings, etc.
  • 401(k), life insurance, commuter benefits, and parental leave plans
  • Flexible time off policy to balance your work and life in the way that suits you best
  • Collaborative, transparent, and fun loving office culture
  • We are a growing company, so as we grow, YOU will grow!
Stensul is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce.
Stensul does not work with agencies and is not responsible for any fees associated with unsolicited third-party submissions.