Head of Customer Success

Location: Buffalo, N.Y.
Type: Full-Time
Starting Date: asap
Reporting To: VP of Operations

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About KYKLO

  • Gartner, a world-leading research, and consulting company, named KYKLO a “Cool Vendors in Digital Commerce.” We are also a 43N semi-finalist, have been nominated as one of the top 10 start-ups in Southeast Asia, and in 2020, made Buffalo our US home! Now we need you to join our KYKLO family!
  • Our vision is to become the #1 B2B platform in the world for content and B2B ecommerce for distributors and manufacturers.
  • Our mission is to get the electrical industry online!
  • At KYKLO, we provide our customers (electrical, industrial, and mechanical distributors) the best plug and play software platform, backed with great UI/UX and first-class SEO enriched technical content.
  • KYKLO enables customers to drive efficiency by automating and/or enhancing different business processes such as quotations, order management, product information management, and complex B2B pricing methods.

About Your Role

We are looking for a dynamic professional to lead our Customer Success Team. The team that you will lead will be responsible for the deployment and adoption of the KYKLO SOM Platform. You will also be responsible for increasing profit through customer retention and up-selling, along with turning customers in KYKLO ambassadors.

Your role will be to:

  • Lead a team of Customer Success Managers and Technical Consultants who will help retain and grow the KYKLO customer base.
      • Expected Outcome: 5% or less KYKLO Subscribers churn per year.
      Expected Outcome: Successfully manage and retain staff members.
  • Make sure that KYKLO customers are hitting the yearly targets being set by the KYKLO leadership team.
      • Expected Outcome: During second year of subscription 80% of KYKLO customers have a GMV of $100,000 or more per year.
  • While engaging with KYKLO customer and prospect base, actively gather information regarding KYKLO offerings and work with leadership and technology team on the KYKLO SOM product.
      • Expected Outcome: Help identify, design, and deploy all features and make sure that they are adopted by 80% of KYKLO subscribers.
  • Put in place the right processes and systems to ensure a successful customer success journey while automating and industrializing the process as much as possible.
      • Expected Outcome: After 6 months, 90% of KYKLO subscribers have integrated/are integrating their ERP and the KYKLO SOM platform.

Skills and Experience

  • 7+ years of project management, account management, or customer success experience.
  • At least 5 years' experience managing a team.
  • Previously have directly managed 10-15 accounts, and indirectly (total team) managed 50+ accounts.
  • A strong ability to understand a customer’s operations and needs; tailoring solutions and options to fit those needs.
  • A strong ability to identify both key detractors and key supporters of a project and manage both.
  • Strong project management skills
  • An ability to manage all levels of an organization and the ability to tailor benefits of a solution to their individual positions
  • Technical savviness.
  • Past experiences working with SMEs is highly advantageous.
  • A background working in the industrial arena is highly advantageous.
  • Knowledge of B2B/Complex Pricing and ERP systems is highly advantageous.
  • A strong background in math and analytics.

Your Benefits

  • Medical, dental, vision fully provided by company.
  • 401(k) plan with company match.
  • Hybrid (Office/Home) Work Week
  • Great salary + bonus.
  • Cell phone and laptop provided.
  • Casual dress code outside of client meetings.

Join the Family Now

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