Job Information
Patterson Companies, Inc. Director of Customer Success in St Paul, Minnesota
Patterson isn't just a place to work, it's a partner that cares about your success.
One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.
Job Summary
The Director of Customer Success will oversee the software onboarding and training teams to deliver unparalleled customer experience in our fast-growing software business. This position will be accountable to improve customer engagement, retention, loyalty and satisfaction of new customers. The Director of Customer Success will report into the Senior Director of Customer Success.
Essential Functions
To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.
Hire, lead, coach and motivate a talented team of onboarding specialists and training professionals
Oversee people managers, to drive a high-performing organization, ensuring alignment across teams, consistency in performance, and accountability
Develop and execute strategies to grow and enhance customer experience, value and differentiation
Act as the voice of the customer across the business
Achieve customer success onboarding targets and continuously monitor metrics to ensure business, financial and operational objectives are achieved
Collaborate with internal Patterson teams to include sales, marketing, product development and engineering to align priorities
Scale operations and efficiencies by refining internal processes and leveraging innovative technologies, tools and methodologies
Rigorously manage internal operations to streamline processes and automate procedures that increase efficiencies
Additional Functions
In addition to the essential functions listed above, the incumbent may perform the following additional functions.
Strategically plan and execute to ensure that the organization is scalable and appropriately operationalized to meet future business needs with respect to software growth.
Take on additional projects and tasks as necessary
Prepare and deliver accurate onboarding and training updates to the business
Job Qualifications
Required Qualifications
Bachelor’s degree in business, marketing or related area
7+ years supporting and onboarding software and SaaS products
5+ years leading customer success teams
3+ years in project management
Demonstrated success scaling operations while improving customer experience
Strong understanding of customer experience and customer journey
Preferred Qualifications
Experience selling, renewing, training, and/or supporting software in a B2B environment
Experience in dental or healthcare industries a plus, but not required
Working Conditions
Physical Demands
Ability to sit or stand while operating office equipment, such as a computer or telephone for 6-8 hours per day
Ability to talk to customers and business partners via telephone or other technology 4-6 hours per day
Environmental Factors
Ability to work in an office environment either onsite or remotely
Operating a computer or other office device up to 8 hours per day
Position involves frequent communication with internal employees, cross-functional business partners and leadership, professional communication with outside vendors, and requires ability to understand, present, and effectively exchange accurate information
Travel and On-call
- This position requires occasional travel (10%) as necessary.
PATTERSON IS AN EQUAL OPPORTUNITY EMPLOYER
As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences are what strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status
What's In It For You: (http://www.pattersoncompanies.com/careers/default.aspx#section=benefits)
We provide competitive benefits, unique incentive programs and rewards for our eligible employees:
Full Medical, Dental, and Vision benefits and an integrated Wellness Program.
401(k) Match Retirement Savings Plan.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO).
Holiday Pay & Floating Holidays.
Volunteer Time Off (VTO).
Educational Assistance Program (Tuition Reimbursement).
Full Paid Parental and Adoption Leave.
LifeWorks (Employee Assistance Program).
Patterson Perks Program.
EEO Statement
As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences is what strengthens us and drives our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.
We are Patterson. We welcome you.
At Patterson Companies, we live our values everyday. With more than 8,000 employees worldwide, we're responsible for providing dentists, veterinarians, animal producers, and farmers with the support they need to keep us and our animals healthy.
An Equal Opportunity Employer
Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.