Director of Customer Success
Company Overview
Prodigy are a leading Salesforce consultancy company based in Cavan. Our team of highly certified and experienced Salesforce professionals have a wealth of experience across the Salesforce.com platform. We help small, medium and large companies to automate and improve their sales, service and marketing processes.
Prodigy specializes in partnering with companies to elevate and enhance their utilization of Salesforce, AvSight & and Accounting Seed. We have a unique emphasis on the aviation industry.
Job Description
We are seeking a dynamic and experienced Customer Success Implementation Director to lead our team in delivering exceptional implementation and customer success strategies.
The ideal candidate will have a proven track record of driving successful implementations, optimizing Salesforce solutions, and ensuring overall customer satisfaction.
As the Director, you will play a crucial role in overseeing a team of implementation experts, collaborating with cross-functional teams, and driving continuous improvement in our customer success initiatives.
Responsibilities:
- Strategic Leadership: Provide strategic direction for customer success implementations, aligning them with the organization’s goals and objectives. Develop and execute implementation strategies that enhance customer satisfaction, retention, and overall business growth.
- Team Management: Lead and mentor a team of Salesforce implementation professionals, providing guidance, coaching, and fostering a collaborative and innovative work environment. Manage performance, set clear goals, and facilitate professional development.
- End-to-End Implementation: Oversee the entire implementation lifecycle, from requirements gathering and solution design to development, testing, deployment, and post-implementation support.
- Customer Engagement: Collaborate closely with clients to understand their business needs, tailor solutions to meet those needs, and ensure successful adoption of the platform. Act as a trusted advisor, establishing strong relationships and maintaining open communication channels.
- Project Management: Define project scope, timelines, and resource allocation. Monitor project progress, mitigate risks, and manage stakeholder expectations throughout the implementation process.
- Solution Optimization: Continuously assess and optimize Salesforce solutions to align with evolving business requirements. Identify opportunities for system enhancements and process improvements to maximize value for clients.
- Managed Services: Manage the Customer Support desk function at Prodigy to deliver world class customer service to our strategic accounts.
- Cross-Functional Collaboration: Partner with Product, and Support teams to align customer success initiatives with broader organizational strategies. Provide insights and recommendations to drive product improvements and innovation.
- Quality Assurance: Ensure the delivery of high-quality implementations that adhere to best practices, industry standards, and compliance requirements.
- Reporting and Analytics: Develop and maintain relevant metrics and KPIs to measure the success and effectiveness of customer success initiatives. Provide regular reports to senior management and stakeholders.
- Stay Current: Stay up-to-date with industry trends, Salesforce updates, and emerging technologies to bring innovative ideas to the team and improve implementation processes.
Qualifications
- Bachelor’s degree in Business, Computer Science, Information Technology, or a related field; Master’s degree is a plus.
- Proven experience (10+ years) in leading Salesforce implementations, preferably as a Director or in a senior leadership role.
- Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Sales Cloud Consultant, Salesforce Field Service Consultant or Salesforce Certified Service Cloud Consultant.
- Strong understanding of Salesforce products, features, and capabilities.
- Excellent leadership and team management skills, with a demonstrated ability to inspire and motivate teams.
- Exceptional communication, presentation, and interpersonal skills.
- Strategic thinker with the ability to translate business goals into effective implementation strategies.
- Project management expertise, including the ability to manage multiple projects simultaneously.
- Analytical mindset with the ability to interpret data, generate insights, and make informed decisions.
- Problem-solving orientation and a commitment to driving continuous improvement.
- Proven track record of building and nurturing client relationships.
- Ability to work collaboratively across departments and with stakeholders at various levels.
If you are a passionate leader with a strong background in implementations, customer success, and team management, and you’re ready to drive impactful change, we invite you to join our team as the Customer Success Implementation Director.
Apply now to play a pivotal role in shaping our customers’ success journey.
Please note:
The successful candidate will scale a team of consultants and support engineers on-site from our Cavan office.
No recruiters, please.
How to apply
Please email your cover letter and CV to careers@weareprodigy.com and include the job title in the subject line.