Director of Client Success

WHO ARE WE LOOKING FOR?

Pereview Software is seeking a highly motivated and experienced SaaS Director of Client Success to join our team. The ideal candidate will have a strong background in SaaS help desk and support, client success, project management, and operational skills, with a passion for guaranteeing client satisfaction and client retention. This role involves working closely daily with clients to understand their needs, ensuring their usage of the Pereview platform, and relentlessly assuring they receive maximum value from our software solution.

Would you describe yourself as:

• Enthusiastic
• Self-starter
• Persuasive
• Motivational
• Fast Paced
• Direct

If so, please complete the survey upon applying to the role – https://go.cultureindex.com/p/BYBvfFFp93u

WHAT WILL YOU DO

As Director of Client Success, you will be responsible for overseeing the existing help desk as well as creating a process and methodology of proactively supporting live clients. You will assist in client outreach, know and understand each clients related product usage, partner with clients in adding new features and functionality with each new Pereview release, answer or facilitate answers to the clients’ questions, and drive multi-level adoption throughout client user base, as well as be responsible for client renewals. You will engage with clients to ensure the most efficient and ecstatic experience using our products. You will partner with Pereview Leadership, Sales, Support and Services to understand the client base and how to best help clients at scale. With each client interaction, you will strive to understand that clients specific positive and negative usage and unique business challenges using the Pereview platform. Using your knowledge and communication skills the result should be delivering value-based outcomes and successful clients by partnering with client at all levels of the client organization with zero attrition as your single goal.

Requirements

• Minimum of 3-5 years of experience in a client success role, SaaS industry highly preferred
• At least 4 years of experience in a director level role leading a team of diverse skillsets and responsibilities
• Bachelor’s degree in related field
• Strong work ethic and highly self-motivated
• Detail oriented, analytical and curious with a passion to win
• Proven experience in project management, with the ability to manage multiple projects simultaneously
• Strong understanding of SaaS platforms and cloud computing
• Proficiency in project management tools (e.g., Wrike, OneDesk) and CRM software (e.g. HubSpot)
• Ability to manage and resolve conflicts with clients and internal teams
• Ability to put client first and ensure their success

Responsibilities:

• Bring with you a solid and proven Support Desk process
• Bring with you a proven Client Success methodology and use it to craft a Pereview go-forward process
• Serve as the point of contact for our onboarded clients
• Staff and lead the Client Success team as growth determines new hires
• Proactively, check-in with our clients to discuss their adoption related to their adoption plan, along with identifying reasons for under or overachievement.
• Complete HubSpot entry to document reasons for under or overachievement calling team meetings to put success plan in place
• Identify any trends that need to be addressed within our business related to low adoption and communicate those trends to Pereview leadership
• As needed, shadow Client Onboarding projects, as well as other applicable Client Success functions to learn the full Client Experience
• Assists in gathering and prioritizing client feedback through various internal platforms, looking for pertinent trends and anomalies.
• Perform other duties as described for the good of the Client base
• Follow all Clients on LinkedIn staying informed of their business dealings and commenting with Pereview support to their success
• Travel to build face-to-face relationship with Client base at all levels of usage
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions with clients to ensure continuous improvement and satisfaction

WHO WE ARE?

Pereview Software is the fastest growing provider of asset and portfolio management software to the global commercial real estate industry. To that end, we have been recognized by Inc. 500, Dallas 100 fastest growing privately held businesses in the United States for the past several years. We have also been recognized by the Dallas Business Journal one of the top places to work.

Pereview Software is the only life of the asset solution to the commercial investment management industry supporting both debt and equity investments. We serve clients on a global basis from very small investment management managers to some of the largest global firms in the industry.

Benefits

WHAT’S IN IT FOR YOU?

• Competitive Health, Vision, and Dental benefits to fit your needs
• Discretionary Time Off – 3 weeks off total
• Paid Company Holidays

Location Requirement:

• To be considered for this position, applicants must live in Dallas, TX
• Ability to work in the Pereview HQ office 5 days per week