Customer Success Director (Remote US)

Lucidworks Raleigh , NC 27611

Posted 2 months ago

The Role

As a Customer Success Director at Lucidworks, you will be responsible for a defined set of customers and will be accountable for driving adoption, engagement, renewal, and growth of the Lucidworks platform and services. You will engage deeply with our customers to understand their business, objectives, and pain points and how they can drive business value while leveraging Lucidworks products.

We are an exceedingly collaborative team with a focus on results and client-centricity. This position will put you at the forefront of working with the most dynamic companies in the world.

Our team members exhibit strong customer-facing skills, have an entrepreneurial spirit, remain calm under pressure and thrive on driving results with our customers.

We are searching for curious, innovative, senior Customer Success professionals that are motivated by solving complex problems with cutting-edge solutions. The ideal candidate will have a positive, self-starter mentality, extensive customer facing experience, and a wide range of technical expertise.

The Team

As a member of the Customer Success team you will have the chance to learn and grow from a team of dynamic and experienced industry professionals. We work cross-functionally within our organization to meet our top priorities: championing our customers and ensuring their success. We have a unique role that provides visibility and engagement across most teams including sales, professional services, training, engineering, product, etc. Our team comes from diverse backgrounds across many industries and products, which we celebrate and leverage, and you can expect to learn a lot from working closely with everyone.

You will:

  • Develop trusted advisor relationships with decision makers and executive buyers in each account

  • Ensure customers are leveraging the Lucidworks platform to deliver business value

  • Assess risk in renewing existing contracts and lead efforts to turn around at-risk accounts

  • Cultivate broader usage of the Lucidworks platform within each account

  • Introduce new features and best practices to customers

  • Manage client on-boarding process: have strong knowledge of our data, methodology, and visualization tools and be able to explain these to internal and external stakeholders

  • Develop and disseminate best practices across the Customer Success team and within your accounts

You have:

  • 5+ years in a client success role and/or account management role, including international customers

  • Thorough understanding of search, ecommerce, omnichannel marketing, loyalty marketing, marketing tenants

  • Experience in data-driven analysis in a consultative capacity

  • Business savvy; ability to translate business needs into data and product requirements and vice versa

  • Attention to detail and ability to produce highly accurate analysis

  • Excellent verbal and written communication skills

  • Experience managing customers in a SaaS environment

Please note that at this time Lucidworks is unable to sponsor employment authorization (both new and transfer).

About Lucidworks

Lucidworks is leading digital transformation by fusing the power of search and artificial intelligence to create connected experiences for work, shopping, research and support.

Fusion is our cloud-native ML-powered search platform that integrates open-source projects Spark and Solr with our proprietary code for query intent prediction, low latency search, hyper-personalization and smart app creation. Our products include applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning. We believe in building a team to deliver these products that make searching for insights a uniquely personal experience for a worldwide community of users.

Our roots are in Apache Solr, the global search standard used by 90 percent of U.S. Fortune 500 companies. Our team includes contributors and committers to Solr as well as some of the world's foremost machine learning innovators. We are trusted by the world's largest brands to deliver personalized digital experiences across many industries, including: insurance, banking, capital markets, manufacturing, media, oil & gas, retail, software, and telecommunications. Those customers include companies like: Aetna, Morgan Stanley, Reddit, Red Hat, Uber, Verizon, and Wells Fargo. We also serve government agencies in the civilian, defense and intelligence sectors, including the United States Federal Reserve and the U.S. Census Bureau.

Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company. Thank you for your interest and we look forward to learning more about you.

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Customer Success Director (Remote US)