Director, Global Support, Implementation and Education

Hudl

Lincoln, NE / Omaha, NE Management & Operations

 

We are looking for an A+ player to help us lead the best customer support, implementation, and education/training team in the SaaS world.  Considering the complexities of a growing business, we need a proven leader to help us continue to provide the experience Hudl clients have come to expect. This person will continue to improve a scalable model to serve North America and our international markets across support, implementation, and education/training. This position reports directly into our SVP of Global Sales and Customer Success. 

 

 

In this position you will:

  • Implement the strategy defined with our SVP of Global Sales and Customer Success focused on providing a globally consistent customer experience from onboarding, technical support, and education/training
  • Dedicate your daily efforts to effectively oversee our customers post sale team focused on implementation, support, and education/training. This includes managers and individual contributors.  
  • Coach and develop the team in an effort to refine their skills for a cohesive customer experience post sale strategy.
  • Adapt and/or develop solutions to ensure your team is properly implementing customers and training them throughout the customer lifecycle.
  • Identify and develop action planning to improve the experience for dissatisfied customers. 
  • Make data driven decisions. Drive for metrics such as: CSAT, conversation & engagement rates, cancellation rates, and be driven to increase revenue in current accounts by providing incredible technical support and training experience. We see our support and implementation/education team as key stakeholders in driving engagement and upsell/cross-sells. 
  • Work in partnership with other areas across Hudl to provide feedback regarding our overall customer experience and what trends we are seeing 
  • You will also be a key stakeholder in providing feedback on potential product improvements and overall product roadmap

You might be a good fit if you:

  • Are uniquely obsessed with the success of your customers but also revenue driven with ability to show value in current product offerings while seeking for ways to upsell
  • Have excelled in managing a team in support, implementation, and/or education/training for 3+ years
  • Live by The Effortless Experience and are knowledgeable in the Challenger Sale to help drive upsell/cross-sell opportunities
  • Are goal oriented and are motivated to crush CSAT goals
  • Aren't afraid to have tough conversations and are willing to do whatever it takes to help your team
  • Are good with numbers (analytical) but also likes to get your hands dirty and hit the road with your team to meet with customers
  • Are a great communicator and are just as comfortable speaking to 100 coaches as you are to 1 coach

 

Diversity at Hudl

Hudl is an equal opportunity employer.  We understand the power of diverse teams, celebrate differences and champion inclusion.

Job ID: 3983

Posted 12 days ago

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