Director of Customer Success

Note: this is a remote position with occasional travel to customers' sites. 

Location: Anywhere in North America near a travel hub

Job Summary

We are looking for a results driven Director of Customer Success to manage the timely and successful delivery of our solution while representing the voice of the customer to our engineering and product teams. The Director of Customer Success will work with a portfolio of enterprise customers to maximize the ROI and ensure continued alignment between key stakeholders of Focal and our customers. Key results to deliver are to increase Focal’s install base, maximize customer satisfaction/retention and produce measurable ROI. 

Additional Responsibilities:

• Plan, monitor and analyze key metrics for the utilization and performance of our system within installed stores
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
• Traveling to deployment locations 
• Work alongside in-store associates to help define, implement and adopt best practices
• Identify and target areas in which the business can improve operations
• Work across retail functional silos (merchandising, operations, supply chain) to maximize the value of Focal generated data
• Be the voice of the customer to help guide the Focal product roadmap and prioritization
• Proactively address barriers to success, including being a direct contact for support escalations
• Understand the customer's business, define success criteria, and build plans to exceed expectations
• Maximize Net Promoter Score (likelihood to recommend Focal to others) among customer stakeholders at all levels

Job Requirements:

• 8+ years professional experience including 2+ years in a CS leadership role with significant experience in managing people and processes
• Proven ability to plan and manage the operational process for maximum efficiency and productivity
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Good understanding of account management and customer success OKRs, KPIs and ROI
• Excellent communication, presentation, and demonstration skills
• Ability and desire to work independently in an unstructured environment in locations remote from company HQ
• Knowledge of the retail, mass merchandiser, home improvement, and/or grocery operations, along with the associated information technology stack such as shopper-facing apps, back-room inventory management, and/or retail POS systems is a plus
• Startup mentality, team player and willing to work 40+ hours a week

Why Focal Systems

• Strong Values and Mission: We are a tightly-knit team with an ambitious mission and a strong set of core values, which define our approach to business and have successfully guided us since inception
• Exceptional Team: We are a team of hard-working, fun-loving professionals from some of the most eminent universities, research labs, and tech companies of our time. We pride ourselves on recruiting exceptional individuals to help us redefine the state-of-the-art
• Outstanding Partners: We work with 10+ of the largest retailers in the world and have a world-class roster of investors, advisors and partners to support & advise us in our endeavors.

Benefits

We care deeply about the health, happiness, and wellbeing of all of our employees. We offer:

• Competitive Salary & Attractive Stock
• Health Insurance
• Catered lunches
• Paid Time Off 
• Quarterly Team Retreats
• Education grant