Telesign
Telesign exists to make the digital world a more trustworthy place for everyone.
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Director of Customer Success, Americas at Telesign (Remote)

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Locations: AZ, CA, CO, DC, FL, GA, IL, MD, MI, MN, NC, NJ, NV, NY, OR, PA, TN, TX, UT, VA, WA, WI
TeleSign is a cloud communications company that is redefining the way the largest brands in the world protect, connect, and engage with their users. With an innovative suite of APIs, enhanced by data intelligence and Machine Learning, TeleSign delivers communication, verification and Mobile Identity solutions that have been used by almost everyone around the world. In business for more than a decade, profitable and located in the heart of Silicon Beach with panoramic views of the ocean and Hollywood sign, there is no better place to evolve and grow your career.
The Director, Customer Success- America's will oversee the America's customer success team, dedicated to ensuring customer satisfaction for our customers and partners. The leader's focus will be to build a world class customer success team proficient in account management, implementation, reducing churn and driving customer growth. The team is responsible for onboarding and assisting customers integrating TeleSign services while driving the realization of revenue for the company. The team is also responsible for on-going account management, defining customer best practices, ensuring customer satisfaction, and identifying potential up-sell opportunities and use cases.
The Director, Customer Success- America's will be responsible for developing and executing on internal and external processes for supporting customers and partners, working closely with CS Managers on improving and streamlining the overall department success on a regional basis. Occasional representation direct with key strategic customers and partners will also be part of this role, representing senior leadership and visibility direct to the customer. Responsible for the day-to-day operations of the Customer Success organization.
The Director will work across all internal TeleSign groups including Sales, Pre-Sales, Technical Support, PM, Development, Fraud Services and Operations. The role will focus on internal and external tools needed for customer success management, making recommendations, and defining requirements as needed.
Essential Functions
Oversee and represent a best-in-class Customer Success organization:
  • Work closely with the Customer Success Managers, responsible for proactive customer and partner communication as required.
  • Oversee the launch of new customers and partners as rapidly, reporting out on status and revenue pipeline and forecast. Ensure new launches go as smoothly as possible to realize the potential revenue opportunity of the company.
  • Develop requirements for additional tools and processes
  • A point of escalation for Enterprise customers and partners as needed.

Essential Requirements
  • 3-5 years of Customer Success experience managing a Customer Success Management team, supporting, and managing strategic Customer and Partner relationships, preferably in a mission-critical software or software as a service (SAAS) environment.
  • Experience managing a Customer Success team including hiring and training team members, overseeing and ensuring cross-departmental processes, quarterly reviews, weekly one on ones, etc.
  • Experience with cross-group collaboration at a senior level across Technical Support, Development, Operations, PM, and other internal organizations.
  • Strong analytical skills, with ability to identify service-wide potential issues, troubleshooting in a fast-paced and multi-faceted environment, and experience developing customer-facing messaging.
  • Strong ability to prioritize and multi-task in a fast-paced environment.
  • Excellent verbal, written, presentation, and project management skills
  • Experience using Microsoft Office, ticketing & CRM systems, and audio and web conferencing (Skype, Webex, GoToMeeting, LiveMeeting/Lync etc). Experience with Salesforce, JIRA and Kayako a plus.
  • Occasional availability during non-business hours for critical customer emergencies and escalation will be required.

About TeleSign:TeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today's unique customer challenges by bridging businesses to the complex world of global telecommunications.
Our global team consists of the best and the brightest in the industry and we treat them as such. We provide a variety of excellent benefits ranging from the standard: 401(k) matching, free lunches, generous PTO, and flexible schedules to the not so standard: quarterly performance bonuses, in-house massages, our state of the art office with panoramic views of the marina and hills, and so much more! ;)
TeleSign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.
TeleSign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
TeleSign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.
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What are Telesign Perks + Benefits

Telesign Benefits Overview

Telesign’s is a remote friendly global company with a variety of benefits. Benefits include an entrepreneurial environment with a flexible work schedule and flexible PTO. Telesign provides its employees the chance to grow their career at the cutting edge of digital identity. It offers competitive compensation, 401K matching, mental health services, financial education, internal mobility, fully work from anywhere policy, and the ability to learn, grow in a collaborative team environment.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

An Insider's view of Telesign

How does your team reward individual success?

It’s great to be successful at Telesign! Managers are very good at recognizing achievements and inspiring you to go do more. And on the top of that - we have annual achievers’ trip for 20 top performers! Every year we travel and have fun in one of the most exotic and adventurous places in the world!

Maja

Principal Customer Success Manager

How do you collaborate with other teams in the company?

As a member of the marketing team, I create our content. One way in which we collaborate is on the putting green in the sales corner. I hold a daily standup with them and pitch ideas over a putting competition. I simultaneously help drive revenue for the company and improve my short game.

Dave

Communications & Content Marketing

How does the company support your career growth?

I started at the company 6 years ago in Sales Development. Since then, I’ve done business on 4 continents and 11 countries. I have had the opportunity to experience firsthand how digital transformation is shaping the world we live in and creating new opportunities and challenges for those that can operate in an ever-changing business landscape.

Andy

Sales & Strategic Alliances

How do you empower your team to be more creative?

Providing the freedom and space to operate, we encourage our teams to innovate constantly, using their creativity to land on new and exciting outcomes.

Tim

Chief Financial Officer

What makes someone successful on your team?

To be successful at Telesign you need to be passionate, driven, and have a great attitude. If you are motivated to learn new technologies, help refine our process or conceptualize solutions, you will fit right in. We are big advocates of diversity and inclusion and we love how different we all are here.

Ben

VP, Global Customer Operations

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