Director, Customer Success

The primary functions of the Research Executive role include gathering and analyzing information and discerning key trends regarding Customer Success capabilities and organizations. She or He will have extensive and current knowledge of how to build, scale and operate, Customer Success organizations.

The ideal candidate for this role will have deep understanding of topics such as running a customer success organization, establishing a charter, segmentation, funding customer success, playbooks, onboarding, customer experience, organizational structures, hiring CSMs, and other relevant customer success topics.

This qualitative and quantitative information will be used to create reports and presentations that provide strategic insights and actionable intelligence for TSIA member companies. This person is comfortable and enjoys working with data. More importantly, this person can convey key findings presented to all levels in an organization from individual contributors to C-level executives.  This information will be delivered through a variety of means including executive presentations, webinars, in person workshops, white papers and blogs.

The Research Executive is part of a research team responsible for the successful application of association frameworks and insights by association members. This person will work closely with the Executive Director, Analytics Team, Membership Success Managers, and other key roles inside of TSIA. Key activities of this position will include:

Responsibilities

Provide research support to the lead researcher for the Customer Success discipline:

  • Data gathering, analysis, and presentation of industry benchmarking for members.
  • Ongoing content refinements to benchmarking and industry trend data-gathering instruments.
  • Design, implementation and presentation of multi-member studies and surveys.
  • Presentation of key industry trends to membership at various membership forums both in person and virtually through webinars.
  • Authoring of articles for inclusion in various publications.
  • Provide responses to member inquiries

Be the benchmark/survey analytics guru:

  • Establish credentials as the in-house expert/power user of TSIA data sets
  • Assess patterns in the data sets and provide analyses
  • Respond to ad hoc requests for information and provide practical insights to member companies

Qualifications

  • Extensive knowledge in how to build, scale and operate Customer Success organizations.
  • Bachelor’s degree in a related field.
  • Minimum of 4 years of industry experience leading and being part of customer success teams with primary charters of adoption, retention and/or expansion.
  • Strong customer service skills. The ability to develop strong rapport and instant credibility with member company executives.
  • Previous experience in application of best practices and industry benchmarks using analytic intelligence
  • Excellent verbal and written communication skills.
  • Willingness to travel ~25%

Key Metrics

Like every employee at TSIA, this position will be evaluated on the ability of the association to grow and meet the business needs of members. Additionally, this position will be evaluated on the following metrics:

  • Quality of research deliverables and the ability to publish in blogs, white papers, webinars, and conference presentations
  • Member satisfaction scores on inquiries
  • Process innovation
  • Insightful data analysis
  • Peer evaluation

Tools

The Research Executive will have proficiency with the following tools:

  • Microsoft PowerPoint, Excel, and Word
  • Tableau knowledge is a plus

Location

The candidate can be based anywhere in the U.S.

 
 

About TSIA

The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.