Associate Director - Customer Success

September 16

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Allergan Data Labs

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Allergan Data Labs is on a mission to transform the medical aesthetics business at Allergan Aesthetics, an AbbVie company (NYSE: ABBV), one of the largest pharmaceutical companies in the world$1. .$1

201 - 500

Description

• Manage, Coach and build Customer Success Managers to effectively scale our industry winning products • Develop standardized playbooks for interventions and escalations • Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customers and internal teams • Create adoption strategies, delivery plans, and economic models to realize the customer experience at scale • Develop account expansion strategies, working with customers to identify areas where we can provide additional services and solutions • Be accountable for the onboarding, training, implementation, support, renewals, expansions, hiring, capacity plans, and advocacy for key strategic customer accounts • Increase key CS metrics across the business • Identify trends in customer requests and product performance and share those trends with internal Product, Engineering and Sales to drive continuous improvement to our products and customer experience • Become a subject matter expert in our different Allergan Data Labs personas

Requirements

• Bachelor’s degree or equivalent experience • 8+ years experience in Customer Success with SaaS experience. • 3+ years experience leading teams • Experience with systems like Zendesk and PlanHat (CRM tools) • Strong written and verbal communication and ability to be the voice of the customer. • Strong experience owning an end-to-end documentation creation process. • Proactive, with the ability to work independently, and collaboratively as needs arise. • Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment. • A positive attitude fostering collaboration.

Benefits

• Competitive salary. • Competitive annual bonus targets. • 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution. • RSU grants (Long Term Incentives) for approved roles. • Comprehensive medical, dental, vision and life insurance. • 17 paid holidays per year, including 3 floating holidays. • Annual Paid Time Off (PTO), with separate sick days. • 12 weeks paid Parental Leave. • Caregiver Leave. • Adoption and Surrogacy Assistance Plan. • Flexible workplace accommodations. • Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles. • Tuition reimbursement. • A MacBook Pro and accompanying hardware to do great work. • A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. • Generous discounts on SkinMedica skin care products.