Director of Client Success

WHO ARE WE LOOKING FOR?

Pereview Software is seeking a highly motivated and experienced SaaS Director of Client Success to join our team. The ideal candidate will have a strong background in SaaS client success, relationship management, support and project management. The ideal candidate will possess strong operational skills, and have a passion for guaranteeing client enablement, adoption and retention. This role involves working closely with clients to understand their needs, ensuring their usage of the Pereview platform, delivering maximum value from our software solution through consultation and guidance throughout the entire customer lifecycle.

Would you describe yourself as:

• Enthusiastic
• Self-starter
• Persuasive
• Motivational
• Fast Paced
• Direct

Before submitting your application for review, we kindly request that you first complete the following survey by clicking on the link provided https://go.cultureindex.com/p/BYBvfFFp93u Your responses will provide valuable insights for us as we evaluate candidates for this role.

WHAT WILL YOU DO

As Director of Client Success, you will be responsible for managing a book of clients throughout their entire journey as well as continuing to improve the process and methodology of proactively supporting live clients leveraging your product expertise and industry best practices. You will own client outreach, understand each clients product usage, partner with clients in adding new features and functionality with each new Pereview release, answer or facilitate answers to the clients’ questions, and drive multi-level adoption throughout each client by expanding the user base, as well as be responsible for client renewals. You will engage with clients to ensure the most efficient and ecstatic experience using our products to drive their business outcomes. You will partner with Pereview Leadership, Sales, Support and Services to understand the client base and how to best help clients at scale. With each client interaction, you will strive to understand that clients specific positive and negative usage and unique business challenges using the Pereview platform. Using your knowledge and communication skills the result should be delivering value-based outcomes and successful clients by partnering with client at all levels of the client organization with zero attrition as your single goal. The ultimate goals are client adoption, expansion and retention which will lead to evangelists that refer clients and provide references for Pereview.

Requirements

• Minimum of 5 years of experience in a client success role, SaaS industry highly preferred. At least 4 years of experience in a Director level role leading a team of diverse skillsets and responsibilities
• Experience in accounting, specifically with asset management.
• Familiarity with commercial real estate operations and processes.
• Proficiency in industry platforms or software, such as AppFolio or RealPage.
• Strong work ethic and highly self-motivated
• Strong interpersonal, written and oral communication skills
• Detail oriented, analytical and curious with a passion to win
• Proven experience in project management, with the ability to manage multiple projects simultaneously
• Lead client facing meetings and presentations with varying levels of attendees including executives
• Proactively provide agendas prior to meetings and deliver post meeting notes, assign tasks and follow up items
• Strong understanding of SaaS platforms and cloud computing
• Proficiency in project management tools and CRM software ticketing software
• Ability to manage and resolve conflicts with clients
• Collaborate with adjacent functional teams
• Ability to put client first and ensure their success
• Bachelor’s degree in related field
• Must be able to communicate with others in a concise, persuasive and professional manner

Responsibilities:

• Drive and improve the Client Success methodology and use it to craft a Pereview go-forward process
• Serve as the point of contact for live clients
• Manage the client support team
• Proactively and routinely check-in with our clients to discuss their adoption related to their adoption plan, along with identifying reasons for under or overachievement.
• Complete HubSpot entry to document reasons for under or overachievement calling team meetings to put success plan in place
• Identify any trends that need to be addressed within our business related to low adoption and communicate those trends to Pereview leadership
• Bring best practices from clients and the industry to the entire client base
• As needed, shadow Client Onboarding projects, as well as other applicable Client Success functions to learn the full Client Experience
• Gather and prioritize client feedback through various internal platforms, looking for pertinent trends and anomalies
• Follow all Clients on LinkedIn staying informed of their business dealings and commenting with Pereview support to their success
• Travel to build face-to-face relationship with Client base at all levels of usage
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions with clients to ensure continuous improvement and satisfaction
• Perform other duties as described for the good of the client base

WHO WE ARE?

Pereview Software is the fastest growing provider of asset and portfolio management software to the global commercial real estate industry. To that end, we have been recognized by Inc. 500, Dallas 100 fastest growing privately held businesses in the United States for the past several years. We have also been recognized by the Dallas Business Journal one of the top places to work.

Pereview Software is the only life of the asset solution to the commercial investment management industry supporting both debt and equity investments. We serve clients on a global basis from very small investment management managers to some of the largest global firms in the industry.

Benefits

WHAT’S IN IT FOR YOU?

• Competitive salary.
• Health, Vision, and Dental benefits to fit your needs.
• 401k – 4% Company match.
• Discretionary bonuses.
• Discretionary Time Off – 3 weeks off annually.

Location Requirement:

• Preferably in Dallas, TX or Charlotte, NC
• Otherwise, open to remote candidates in CST, PST or EST time zones.

Before submitting your application for review, we kindly request that you first complete the following survey by clicking on the link provided https://go.cultureindex.com/p/BYBvfFFp93u Your responses will provide valuable insights for us as we evaluate candidates for this role.