Job Opening – Director of Customer Relationship Management
February 1, 2010 in Job Bank by recruitermanager
Job Description
Certona Corporation is the creator of Resonance®, a real-time personalization and revenue optimization platform for multi-channel retailers. Resonance automates a company’s ability to provide relevant, individualized experience and product recommendations in real-time, increasing average order value and revenue per visit. With seven patents pending, the “self-optimizing” system is powered by sophisticated neural networks and a portfolio of algorithms to deliver real-time product, content, and promotional offers through multiple channels – web, email, call center, point-of-sale, and mobile. Clients are typically up and running in less than a month, and include some of the most recognized online and multi-channel retail brands across all popular verticals.
The Director of Customer Relationship Management will be the champion of customer implementations and account management. You will grow and manage our global account management and client implementation teams.
You must have a proven record of accomplishment of growing these functions in a demanding market. You must be strategic, innovative, and willing to roll up your sleeves.
Job Responsibilities:
Schedule and manage implementations and allocate resources efficiently
Develop and manage an effective account management team
Develop a scalable technical support model for a growing global client base.
Be the escalation contact for implementations and account management issues
Work cross-functionally within the company to ensure that all operational functions are aligned with company objectives and client needs
Monitor and report metrics
Ensure all team members develop deep business and product expertise and meet customer service goals
Job Requirements
8 plus years of operational management experience
5 plus years leading the account management function as well as customer implementations
Experience in help desk and technical support functions
History of successful leadership in a 24/7 SaaS high-volume environment required
Experience with a successful small company/start-up with some large corporate exposure is ideal
e-Commerce and SaaS industry experience required
Bachelor*s degree in a related field or equivalent education/experience required
For more information, visit www.certona.com.
