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Director of Customer Success
وصف الوظيفة
Xpoint is seeking a customer-focused, strategic leader to own and scale all post-sale customer engagement programs, including onboarding, technical support, performance insights, relationship management, account growth, and ongoing strategic partnership. This role is responsible for delivering a best-in-class customer experience through proactive communication, 24/7/365 responsiveness, actionable recommendations, effective issue resolution, and consistently high customer satisfaction.
المسؤوليات
- Develop and execute the vision for Xpoint’s Customer Success program
- Build, lead, and manage a high-performing, high-value, 24/7/365 global team
- Ensure consistent Xpoint Customer Success experience across all channels
- Manage and oversee customer onboarding program
- Proactively engage customers to strengthen relationships and deliver strategic insights
- Join key sales calls to articulate the value of Customer Success
- Understand customer contracts and terms for prioritization and renewals
- Triage and scope customer requests and issues
- Monitor customer data and trends to identify issues or opportunities
- Recommend and implement tools and AI services that enhance efficiency
المؤهلات
- 10+ years experience in customer service, account management, sales, or other customer-facing roles
- 5+ years experience managing high-performing teams
- 3+ years experience in the online gaming industry
- 3+ years experience in roles requiring detailed project or program management
- Excellent verbal, written, and presentation communication skills
- MBA preferred, or demonstrated equivalent business acumen
- Active AI user with strong familiarity with AI-driven productivity tools