Client Success Director

Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including Crate & Barrel, Lenovo, Red Hat, and Cisco Systems rely on Lucidworks' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.

About the Role

Lucidworks is looking for a results-driven Customer Success Director (CSD) to engage, retain and enable our customers to fully utilize Lucidworks Solutions. The CSD is is an individual contributor role ultimately responsible for the complete post-sales lifecycle of a portfolio of Lucidworks customers. As a CSD you will be the primary advocate for customers, guiding them along a path to success and engaging resources across Lucidworks to help them achieve their goals. The ideal candidate will be passionate about, and adept at, providing an exceptional experience for every customer.

• Empathize with customers and to translate their concerns/desires calmly and competently to others.
• Own and manage customers’ relationships with Lucidworks, encompassing cross-functional touch-points and ensuring internal resources are appropriately deployed for high-impact, value-add activities.
• Plan and execute strategic roadmaps for customers to drive value through a deep understanding of their businesses goals, best practices in search and Fusion’s feature set.
• Conduct customer check-ins and proactively address customer’ needs
• Analyze customer data and improve customer experience.
• Provide high level customer success policies and practices.
• Manage and resolve customer requests and complaints.
• Establish and maintain customer relationships.
• Uphold the core values, policies and  procedures of Lucidworks
• All other duties as assigned

• 6 - 8 years of client management experience with Enterprise level customers.
• Proven track record of managing large, complex accounts and driving customer outcomes.
• Bachelor's Degree Communications/Marketing or equivalent experiences preferred
• Demonstrated ability to work collaboratively across departments to achieve common goals.
• Business acumen & technology consulting or client facing experience, 
• Excellent communication and interpersonal skills, with the ability to build strong client relationships.
• Excellent relationship building and relationship management skills.
• Highly organized and ability to multitask.
• Empathize with clients and to translate their concerns/desires calmly and competently to others.
• Strong analytical skills, efficient time management skills, strong ability to prioritize client and internal needs.
• Acceptable background check

• Knowledge & Application: Applies broad expertise and knowledge in highly specialized fields or several related disciplines. Leads and contributes to development of company objectives and principles to achieve goals in creative and effective ways. Exhibits advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts and company objectives to develop, resolve complex models and procedures.
• Complexity & Problem Resolution: Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact the entire function.
• Communication: Creates formal networks involving coordination among groups. Focuses on providing thought leadership and works on broader organization projects, which requires understanding of wider business. Requires conveying advanced information and persuading several diverse stakeholders/audiences. Recognized internally as a subject matter expert. May direct the activities of others.
• Core Values: Honor People, Be Curious, Champion customers, Break The Bottle, Align and Commit, Enjoy This

Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company.

Thank you for your interest and we look forward to learning more about you.

Note to third party recruiters:

We appreciate your interest in our job opportunities. However, we kindly request that third-party recruiters and staffing agencies refrain from contacting us regarding these positions. We prefer to work directly with candidates and do not accept unsolicited resumes or candidate referrals from third-party recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks, and no fee will be paid should we hire a candidate whose resume was sent unsolicited.