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Customer Success Director

To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.

Do you get a rush out of helping people and team building? Do you like to solve problems and work with smart people? Do you thrive in a fast paced environment where your contribution is appreciated and celebrated? Then you need to apply for our Customer Success Director position here at Rocket Matter.

We are looking for someone to take ownership of our Customer Success department and become a fundamental member of our management team. We’re looking for someone smart who likes to have fun: we are a bona fide dogs-in-the-office ping-pong-playing slice of Silicon Valley right here in South Florida.

Rocket Matter makes cloud-based software used by thousands of law firms around the country and internationally. We are dynamic, innovative and dedicated to providing our partners with an easy-to-use and powerful platform to run their law firms. We are widely regarded for our excellence in customer service and are a finalist for a 2015 Stevie award.

About the role

You will bring your experience working in a Customer Success department to build and lead our team of Customer Success Managers here at Rocket Matter. You will define repeatable processes, and setup procedures to add value to Rocket Matter’s customers.

At first, you will need to become an expert in Rocket Matter’s products and services so you can teach and communicate effectively their value and vision to our customers.

You will need to infect our customers and your team with enthusiasm, and instill a sense of possibility and problem solving as a foundation to your team. And you will occupy a communication hub at the company, interacting daily with sales and customer support as you resolve issues for your customers.

RESPONSIBILITIES

  • Ensure smooth handoffs from Sales to Customer Success.
  • Welcome clients to Rocket Matter and work with them on an ongoing basis throughout their customer lifecycle to help them leverage our products and services.
  • Serve as an internal advocate for customer products and services needs, and as such, work with our product team to help identify new product opportunities.
  • Engage with sales, product management, software development, marketing and finance teams at Rocket Matter to ensure customer satisfaction.
  • Lead Rocket Matter in developing and delivering world-class processes for executing Customer Success.
  • Understand deeply and ensure that all customer information needs to be centrally gathered and accessible to all.
  • Negotiate and close renewals and additional services with existing customers.
  • Build the Customer Success team by interviewing and hiring the best possible candidates.
  • Maintain quality control by working continuously with Customer Success Managers to ensure ideal client interactions.

REQUIREMENTS

  • 4-6 years as a Customer Success Manager or Account Manager, preferably at a SaaS company
  • Experience in a leadership role: having hired, trained, and fired people in the past is a must.
  • Ability to work without much direction; entrepreneurial spirit and ability to navigate a dynamic, fluid company environment is key.
  • Truly passionate about helping Rocket Matter customers reach their full potential.
  • Comfortable handling very different type of work: calling customers one day, training staff the next, working with the product team the day after that.
  • Experience working both with high volumes of small customers and low volumes of large customers, plus the ability to know how to handle them differently.
  • Written and verbal skills; excellent phone manners

EDUCATION

  • Four-year degree (BA/BS) or equivalent REQUIRED

BENEFITS

  • Paid Time Off
  • Base Salary + Bonuses
  • Medical & Dental Insurance
  • IRA with company contributions
  • Stocked refrigerator & unlimited M&M’s
  • Invigorating and fun Culture
  • Ping Pong and Game Tournaments
  • Casual Dress
  • Committed to work/life balance
  • Dogs in the office

The Company is an Equal Employment Opportunity employer and values the strength that diversity brings to the workplace.


To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.