Senior Director, Client Success Enterprise
Job details
$160,000 - $210,000 a year
Full time
Benefits
Unlimited paid time offPaid time off
Job description

Your Job

This is a critical role that requires a technically minded, process-driven, results-focused individual who can liaise with our greater Client Success, Sales and Technology teams to deliver high-quality service, success and value to Indeed's Enterprise clients. The person in this role must have strong leadership skills to manage and mentor a large workforce of experienced, high performing individuals and leaders. This involves being supportive, communicative and a good teacher, while finding creative ways to stay engaged with the team. This person will handle high-level strategy for team structure and growth plans, collaborate with sales counterparts on delivering positive outcomes for our clients, build relationships with other Indeed teams, partner with customers on goals and KPIs and share Indeed ROI, and identify additional client opportunities. You will also be responsible for building a strategy that enables your team to scale support for our growing client base while finding the optimal recruiting solution for each client to meet their hiring goals.

The Senior Director of Client Success will report to the Vice President of Client Success Americas and will work closely with other leaders in the group to manage the growth, development, oversight, and procedural improvement of the Client Success teams.

Responsibilities
  • Oversee all US Enterprise Client Success teams (200+ person organization). Inspire, lead and develop a team of Client Success Directors and Managers dedicated to delivering value to our employees, clients and internal partners. Provide them with coaching, mentoring, career pathing, and constructive feedback.
  • Serve as the voice of the client by surfacing key trends and insights back to our product, engineering, and Global Product Commercialization teams.
  • Develop and deepen relationships with key stakeholders within our largest employer clients.
  • Foster a great team culture based on psychological safety and purpose to ensure an environment that represents our broader culture.
  • Ensure your team is delivering maximum value to our enterprise clients across our products, driving long term customer retention.
  • Act as a final escalation point for resolving difficult client, sales, and/or technical and product issues.
  • Responsible for the management and communication of expectations and any internal changes affecting the greater team.
  • Partner with the VP of Sales - US Enterprise and Senior Sales Directors on direction, strategy and growth of teams.
  • Collaborate with the Client Success Senior Leadership Team to enhance work processes and procedures.
  • Develop and implement bold new ideas that will help set and achieve team and company-wide goals, moving us forward.
  • Promote a fun and zealous environment while hitting KPIs.
  • Set the overall vision and strategic plan for their Client Success vertical - build and scale an integrated Client Success organization, with specific focus on Customer Health, Usage, Retention and Adoption metrics.
  • Personally ensure high levels of quality, client satisfaction, and employee satisfaction.

Who You Are

  • 10+ years experience in a related field like recruitment/staffing, dot com, hr tech, ad/media agency, B2B relationship management (B2B SaaS customer success, account management, or technical account management role supporting enterprise customers), servicing internal and external customers, or equivalent Indeed experience.
  • 7+ years of management experience
  • Ability to be flexible in a fast-paced environment with limited direction, balance competing priorities, and manage several time-sensitive projects at once.
  • Excellent interpersonal and people skills; ability to identify, attract and develop talent.
  • Experience with training and developing both individual contributor and manager-level employees.
  • Experience with online advertising; recruitment advertising, staffing or applicant tracking system experience a plus.
  • Ability to bring people together to build and execute on clear business plans.
  • Curious, proactive, client-centric mindset, demonstration of keen interest in acquiring new technical skills, and comfort with technical conversations.
  • A deep understanding of Indeed’s business model, preferred.
  • Invested in our clients’ success and outcomes obsessed.
  • Incredible organizational, verbal and written communication skills.
  • Once travel resumes, ability to periodically travel is required.

Who we are

Our Client Success team provides expert support to our clients, partners and fellow teammates around the globe. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service.

Our Mission

As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(*comScore Total Visits, March 2021)

Salary Range Disclaimer

The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.

Salary Range Transparency

NYC Metro Area 160,000 - 210,000 USD per year

Equal Opportunities and Accommodations Statement

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Indeed is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Attraction Help at 1-855-567-7767, or by email at TAhelp@indeed.com at least one week in advance of your interview.

Our Policies and Benefits

View Indeed's Applicant Privacy and Accessibility Policies - https://www.indeed.com/legal/indeed-jobs
Learn about our global employee perks, programs and benefits - https://benefits.indeed.jobs/

Where legally permitted, Indeed requires all individuals attending or working out of Indeed offices or visiting Indeed clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment. Indeed will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.

report job
Protect yourself
Company details

Headquarters

Austin, TX

Employee

10000+

Revenue

$1B to $5B (USD)

Industry

Internet and Software

Company Description
Indeed is the #1 job site in the world* with over 250 million unique visitors** every month. Indeed strives to put job seekers first, giving them free access to search for jobs, post resumes, and research companies. Every day, we connect millions of people to new opportunities. *comScore Total Visits, March 2021 **Google Analytics, Unique Visitors, February 2020 Founded by Paul Forster and Rony Kahan, Indeed is a subsidiary of Recruit Holdings Co., Ltd. Indeed has offices in Austin, Stamford, New York, San Mateo, Seattle, Scottsdale and San Francisco in the US, as well as offices in Bangalore, Dublin, London, Düsseldorf, Amsterdam, Toronto, Tokyo, Sydney, Hyderabad, Paris, São Paulo and Singapore.
Company ratings
  • Overall
    4.3
  • Company & Benefits
    4.2 / 5
  • Culture & Values
    4.3 / 5
  • Career Opportunities
    3.9 / 5
  • Work/Life Balance
    4.4 / 5
  • Senior Management
    4.0 / 5
Company reviews
"Great place to get your foot in the door to other places"
Current EmployeeAccount Manager
The workplace culture is unbeatable along with the unlimited PTO. Its very fast paced and an ever changing workplace. I enjoy the people I work with I love the people and the job in general.
Pros:
Cons:

"Good place to learn, need more structure and better management"
Current EmployeeSenior Account Executive
Indeed is a great company and enhances the purpose of everyday job. The salary could be better and it needs more organised structure. Quotas are not calculated in a clear way
Pros:
Cons:

"Great company and mission, losing focus "
Current EmployeeSenior Account Executive
Amazing company that knows their place in the market. A little too big for their own head at times. Staffing issues causes more pressure than SLT realizes

"Stagnant Sales"
Current EmployeeAccount Executive
Too much talent for hopes of advancement. 6+ years as a rep before you'll be promoted to a team lead, not even a manager. All other aspects of the company are great.