The Opportunity

Mersive Technologies provides the leading wireless content sharing and collaboration solution that makes meeting rooms, workspaces, and classrooms more engaging and productive. It allows any number of users to simultaneously share HD quality content from computers, tablets, and phones to any display - wirelessly. Moreover, customers can easily and securely deploy the solution across campuses and locations while centrally managing them from a centralized console.

Mersive is seeking an exceptional talent to fill the role of Customer Success Manager or Director responsible for all aspects of post-sales implementation, on-boarding, and service. This position requires someone who is a proven customer success professional, unflappable in the face of customer issues, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction. The selected candidate must have well-rounded, hands-on experience and a passion for planning, executing, and analyzing the facets of an end-to-end customer success operation coupled with experience partnering with cross-functional stakeholders, company executives, and front-line employees to drive a culture of customer success. This position is an individual contributor role to start with an opportunity to grow a team over time as the function delivers on customer success and the company scales.

Job Functions & Responsibilities

• Map customer deployment, onboarding, training, and utilization processes and define KPIs for optimal customer experience
• Define and implement roles and responsibilities, KPIs, and IT systems to ensure optimal customer experience
• Develop listening points in customer success processes, identify opportunities for continuous improvement, and share with cross-functional stakeholders
• Align with Sales on maintenance renewal, cross-sell, and up-sell opportunities
• Drive outcomes:
  • Increase percentage of successful deployments
  • Increase post-deployment utilization / customer word-of-mouth
  • Enable sales to improve maintenance renewals and repeat purchases
• Manage activities:
  • Manage customer onboarding / deployment process
  • Manage escalation process where your team is the primary customer point of contact and coordinates internal stakeholders for resolution
  • Report KPIs and share them with cross-functional stakeholders
  • Define / maintain account health system and regularly communicate account updates / potential opportunities to sales

Requirements & Qualifications

• Minimum of 5 years of experience leading customer implementation / onboarding and/or service delivery projects for a technology business
• Get it done attitude. We are looking for someone who can lead cross-functional / project teams with hands-on skills and subject matter expertise
• Detail oriented, comfortable with processes / KPIs, with excellent written and verbal communication skills
• This person will be starting a new function at Mersive, so he/she must be a builder at heart starting as an individual contributor and then building a team as the function demonstrates value to customers

Mersive offers competitive compensation and benefits providing choice and flexibility for our employees. Our offerings include:

• Comprehensive medical, dental and vision plans
• Generous PTO plan
• Company paid Life, AD&D, STD and LTD insurance
• 401(k) retirement savings plan
• Stocked kitchen with snacks and beverages
• Collaborative, open and pet friendly work environment