Director, Customer Engagement

Customer Experience - Delivery & Implementation - 355

1010data values:

  • Integrity: Doing the right things for the right reasons
  • Agility: Adapting and thriving in a dynamic environment
  • Teamwork: Combining our strengths to do amazing things
  • Passion: Channeling enthusiasm to drive excellence
  • Creativity: Unleashing curiosity to defy the norm

About the role:

As Director, Customer Engagement you will take a significant role in our department’s leadership supporting some of our largest and most complex retail customer journeys. Using your experience, domain knowledge and acumen you will help guide the department and make a significant contribution to customer’s adoption, usage, and satisfaction of our products and services.  This role will lead a team of analysts to provide analyses, insights, and recommendations, securing our role as a strategic business partner to our customers.   You will be a senior representative of 1010data to customers, prospective customers, and the wider community.  Partner with the product, sales, engineering, and technical teams to ensure positive customer outcomes.

This role is not sponsorable

What you will take on:

  • Build trusted relationships with customers to ensure maximum adoption, generate revenue opportunities and ensure customer satisfaction that leads to customer retention
  • Manage customer onboarding including go-live readiness, best practice guidance, communication, and training to ensure successful set up and launch
  • Effectively plan and prioritize customer activities and requests, following through in a timely manner, asking clarifying questions to determine the best course of action, as well as understanding use cases to coach customers to alternate solutions when possible
  • Identify, analyze and measure KPI targets for customer engagement, ensuring they bring value to meet company objectives
  • Deliver actionable, insightful analytics to customers; helping them realize success of their business objectives and initiatives
  • Track, escalate, and plan for the remediation of technical blockers and provide feedback to further our products and solutions as appropriate
  • Partner with the sales team to support sales solutioning and work with technical partners to understand solution gaps and enhancement needs
  • Ability to successfully deliver end-to-end projects, working through obstacles along the way across multiple teams and organizations
  • Contribute to the overall product roadmap/vision by providing a deep understanding of client needs, business challenges and local marketplace opportunities
  • Communicate clear and concise expectations and requirements with business and technology teams
  • Lead, mentor and grow a team of future customer engagement associates, managers, and directors.
  • Foster collaboration within the team and across departments

What you already have:

  • Bachelor’s Degree required
  • 7+ years of experience leading large complex programs
  • 7+ years leading large scale solution development and delivery for enterprise software, business analytics, and/or consulting firms
  • 5+ years working in the Retail and/or CPG space, and data analytics ecosystem
  • 5+ years working in Customer Engagement. Customer Experience or Account Management role
  • 3+ years of people management experience
  • Passion for technology and for being part of a fast-paced environment
  • Ability to deliver results under pressure and take ownership of assigned tasks
  • Technical aptitude to quickly learn and understand 1010data platforms/solutions, interpret & communicate technical specs between customer and internal teams and direct CX team associates to technical work needed
  • Detail-oriented with strong analytical, writing, and communication skills; emphasis on ability to communicate between technical and non-technical audiences

About 1010data:

For more than 20 years, 1010data has helped financial, retail and consumer goods customers monitor shifts in consumer demand and market conditions and rapidly respond with highly targeted strategies. The 1010data Insights Platform combines market intelligence, data management, granular enterprise analytics, and collaboration capabilities to empower better business outcomes. More than 900 of the world’s foremost companies’ partner with 1010data to power smarter decisions.

You can find this on the Company page of 1010data at https://1010data.com/company/

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Some of the benefits at 1010DATA

HEALTH AND WELLNESS

Be well with healthcare costs covered

SAVINGS AND RETIREMENT

Plan for the future with our 401(k) match

OFFICE

Fuel your day with our healthy stocked kitchen, game rooms, and in office wellness classes