Director, Client Solutions

Director, Client Solutions

We are looking for a Director for our Client Solutions team. You will oversee a team of client success managers, CSMs, who manage the entirety of Alloy.ai's customer base. The primary charge of this team is to drive value for our customers, and manage executive and commercial relationships - including renewals, upsells, and partnering with sales on cross sells.

At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product's performance. Every part of the organization works toward this objective, and Client Solutions takes the lead.

In this role, you will be expected to lead Alloy's Client Solutions team which includes up-leveling the team and managing customer health at scale. This means ensuring the team is able to understand our customers' needs and priorities, translate them into attainable objectives and successfully execute against them. Additionally, you will be responsible for executive sponsorship of accounts at your discretion. The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy's product roadmap, value statement, and market positioning.

You thrive in a small team where you can make a big impact. You are confident in your toolkit and experience, but you also love to pick up new skills and knowledge. You are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities. You have an innate drive to be successful. As a crucial member of a lean and growing company, you want to take initiative, tackle new obstacles and solve problems we have not encountered before. Each problem you solve will leave a mark, shaping the future of our company strategy. You don't shy away from even the most challenging problems and are relentless in always looking for better solutions. You pursue your personal objectives, but you are also comfortable working with an engineering-oriented team towards common goals. When you know a better way, you voice your opinion. You are naturally drawn to analytical work. You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value. You think big and want to change the way an entire industry operates. Driving value for our company and its customers is what motivated you every day.

What You Will Do

• Set the overall vision and strategic plan for the Client Solutions Management team focusing on driving product adoption and driving growth through gross renewals and net retention improvements.
• Manage Alloy's 7 Customer Success & Engagement Managers across the US & Canada, who are responsible for the entirety of Alloy's customer base.
• Own Alloy's Gross and Net Retention numbers. We strive for best in class retention and you will be responsible for delivering on our goals and handling the team's commercial activities with the help of others.
• Ensure the Client Solutions team has the necessary skills and competencies to deliver business value for our customers, including project management, driving change management and adoption, solving customer business problems, and quantifying and communicating business value.
• Act as an executive sponsor for strategic customers, keeping engaged and productive relationships with senior sponsors across a number of accounts.
• Partner with product and marketing to shape product roadmap and drive account based marketing activities including identifying customer stories, driving advocacy for the Alloy product and increasing reference ability in the market.
• In partnership with People Operations, recruit, hire and onboard open roles on your team as we scale up as well as develop and manage career paths for your team.

What We Are Looking For

$145,000 - $205,000 a year

Salary is based on level of experience and final scope of role. Alloy reserves the right to update salary ranges based on required skill set, job scope, market conditions, etc. at any time. Salary is a mix of base and semi-annual on target bonus tied to team and company performance.

Role is a hybrid role based in Vancouver, BC or Denver, CO or Washington, DC. Unfortunately, we are unable to consider remote candidates for this position.