WHAT YOU’LL DO
The Customer Success Director plays a pivotal role in retaining, supporting, and expanding AVI-SPL’s Symphony software customer base. This strategic, customer-facing position is ideal for a technically adept individual who thrives on delivering service excellence. Success in this role requires a strong understanding of the Symphony platform’s capabilities and its integration with AV and UCC ecosystems. Working within the Customer Success team, this role will ensure that customers maximize their investment by fully adopting and utilizing the platform, and will proactively drive customer engagement, satisfaction, and growth.
Day-To-Day Responsibilities:
- Develop strong, consultative relationships with assigned customers, providing guidance to help them maximize value and ROI from the Symphony platform.
- Act as a key resource for customers throughout their journey, supporting feature adoption, usage, and satisfaction through direct engagement and technical insight.
- Identify obstacles preventing customers from achieving maximum ROI and advocate internally to eliminate them.
- Leverage data analytics to deliver insights and recommendations that guide customers in their strategic use of Symphony to support their business goals.
- Drive 100% renewal rates across assigned accounts and build referenceable clients.
- Work with Onboarding team to drive a rapid time to value, technical enablement and platform proficiency.
- Act as a primary point of contact for Customer escalations, working with all relevant parties to drive to an effective resolution as quickly as possible.
- Collaborate with internal technical teams (Product Management, Development, DevOps, Support) to address product issues and enhance customer experience.
- Coordinate customer success initiatives such as strategic reviews, training, and performance evaluations, with a hands-on and customer-centric approach.
- Identify recurring technical challenges and improvement opportunities through problem management and CSI activities.
- Design and manage the customer journey with a strong emphasis on technical enablement and lifecycle management.
- Actively organize and deliver regular cadence for both operational and strategic customer reviews across assigned Symphony customer base
- Monitor customer satisfaction and respond swiftly to concerns with both technical and service-based solutions.
- Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured
- Manage customer feedback and advocate for technical improvements that enhance the Symphony experience.
- Identify opportunities to establish a Symphony-wide culture of Customer Success
- Act as the 'voice of the customer' internally and use this feedback/insights to drive the customer experience
- Collaborate with Product Marketing to develop referenceable customers - this can range from customers willing to engage in external case studies, reports, quotes, panels, prospect calls, etc.
- Deliver customer training sessions focused on product features, best practices, and technical updates.
- Other duties assigned as needed
Skills and Abilities
- Proven success in strategic customer management within a SaaS environment, particularly in technically complex platforms, driving high levels of customer satisfaction and retention
- Strong ability to influence and drive change through collaboration, negotiation, and relationship-building.
- Solid understanding of recurring revenue models and customer value drivers.
- Analytical, data-driven, and process-focused.
- Technical awareness and functional competence in AV and UCC monitoring and management platforms, particularly Symphony.
- Ability to translate technical information into customer-friendly guidance and strategy.
- Proactive with a positive attitude, attention to detail and customer service focus
- Must be creative, constructive, and able to work in a team based collaborative environment
- Excellent presentation and meeting facilitation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers & other 3rd parties
- Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations
Education and/or Experience
- ITIL Foundations certification or comparable industry certification in IT Service Management is preferred
- Minimum of a 4-year degree or comparable industry experience is required.
- 5+ years of experience in the collaboration industry is preferred
- 5+ years of experience in a customer facing role focused on Software as a Service and Service Strategy
- Experience with AVI-SPL or similar technology monitoring platforms is strongly preferred
WHY YOU’LL LIKE WORKING HERE
- Medical benefits, including vision and dental
- Paid holidays, sick days, and personal days
- Enjoyable and dynamic company culture
- Training and professional development opportunities
MORE ABOUT US
AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
Pay Type | Min Base | Max Base |
Salary | $100k | $130k |
This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.
