Director, Market Success

We are seeking a dynamic and experienced Director – Market Success to oversee the Technical Success and build out our Regional Market Support and Helpdesk operations. This pivotal role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to ensure exceptional support delivery to our clients. This person will play a critical role in maintaining high levels of customer satisfaction, fostering team collaboration, and driving continuous improvement initiatives within the support organization.

Market Success Management: 

• Oversee the Market Success Management function, including partner onboarding, relationship management, and proactive support initiatives. 

• Collaborate closely with Product Management and Market Strategy teams to embed Market success leaders within specific markets, ensuring a deep understanding of client needs, industry trends, and competitive landscape. 

• Lead the team in conducting data analysis to identify insights, trends, and opportunities for optimizing partner success and driving product adoption. 

• Drive rollout support initiatives, working closely with Market Success Leaders to ensure smooth deployment of new features, products, or updates to clients. 

Helpdesk Operations: 

• Lead and manage the Helpdesk operations, ensuring efficient handling of client inquiries, incidents, and service requests according to defined SLAs. 

• Implement and optimize Helpdesk processes, tools, and workflows to enhance service delivery efficiency, responsiveness, and quality. 

• Maintain a comprehensive knowledge base and standard operating procedures (SOPs) to facilitate efficient issue resolution, knowledge sharing, and training for support staff. 

• Work with Product to ensure that upcoming changes are  

Partner Satisfaction and Escalation Management: 

• Champion a partner-centric approach across the support organization, emphasizing empathy, responsiveness, and proactive communication with clients. 

• Act as a point of escalation for complex technical issues or challenging customer situations, providing timely resolution and maintaining client satisfaction. 

• Conduct regular customer satisfaction surveys, gather feedback, and drive initiatives to continuously improve support quality and client experience. 

Cross-functional Collaboration: 

• Collaborate effectively with other departments such as Market Operations, Product Development & Engineering, to understand and articulate business impact and to advocate for customer needs, influence product roadmap decisions, and drive resolution of technical issues. 

• Work closely with Market Strategy teams to align activities with market-specific goals and initiatives, leveraging data analysis to inform strategic decisions. 

• Partner with Training and Documentation teams to develop and deliver training programs for support staff, ensuring proficiency in product knowledge, troubleshooting skills, and customer service best practices. 

Qualifications: 

• Bachelor's degree in Computer Science, Information Technology, is a plus. Advanced degree or relevant certifications are a plus. 

• Proven experience in a Customer Success role within a technical support or customer service organization, preferably in a SaaS or technology-driven industry. 

• Strong technical background with a deep understanding of software applications, IT infrastructure, and cloud-based technologies. Previous experience in Market Success management and data analysis is highly desirable. 

• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams, build strong relationships with clients, and influence stakeholders at all levels. 

• Solid analytical and problem-solving abilities, with a data-driven approach to decision-making and a commitment to continuous improvement. 

• Experience with support tools and technologies (e.g., CRM systems, ticketing systems, knowledge bases) and familiarity with ITIL or similar service management frameworks. 

• Proven track record of delivering exceptional customer service and driving customer satisfaction and retention initiatives.