Director of Customer Success & Support (TX/AZ/NC/LA/FL/CA/OR)

Job Title: Director of Customer Success and Support

Location: TX, AZ, FL, NC, MO, LA (Remote)

Company Overview:

Aloha Practice Management is on a mission to revolutionize the ABA space through innovative and customer-centric software solutions. Founded by industry veterans, AlohaABA has experienced triple-digit growth since its launch in 2021, serving over 700 organizations with a team of more than 90 employees. We are dedicated to providing exceptional service to our core customers and simplifying the practice management process.

Job Overview:

We are seeking a highly motivated and experienced Director of Customer Success and Support to lead and manage our Customer Success and Customer Support teams. This role is critical in ensuring our customers receive the highest level of service and that their needs are met with efficiency and care. The ideal candidate will have a proven track record in customer success and support, strong leadership skills, and the ability to drive customer satisfaction and retention.

Key Responsibilities:

• Lead, mentor, and manage the Customer Success and Customer Support teams to achieve departmental goals and ensure alignment with the company's mission and objectives.
• Develop and implement strategies to improve customer satisfaction, retention, and overall experience.
• Monitor key performance indicators (KPIs) for the Customer Success and Support teams, ensuring consistent and exceptional service delivery.
• Collaborate with cross-functional teams, including Product, Sales, and Marketing, to address customer needs and feedback.
• Drive continuous improvement initiatives within the Customer Success and Support teams, optimizing processes and systems.
• Act as an escalation point for customer issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with key customers, understanding their business needs and ensuring they derive maximum value from our solutions.
• Stay current with industry trends and best practices, applying them to enhance our customer success and support strategies.

Qualifications:

• Minimum of 7 years of experience in customer success, customer support, or related roles, with at least 3 years in a leadership capacity.
• Experience in the healthcare, software, or practice management space is highly preferred.
• Strong understanding of customer success and support best practices, with a proven track record of driving customer satisfaction and retention.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work effectively in a remote environment, with a focus on collaboration and team engagement.
• Strong problem-solving skills and the ability to handle escalations with poise and professionalism.
• Resides in TX, AZ, FL, NC, MO, or LA.

Benefits:

• Competitive salary and benefits package.
• Remote work environment.
• 401k plan with a 4% company match, vested immediately.
• Opportunities for professional growth and development.