About the Company:
For 40 years ACS Technologies (“ACST”) has served the faith-based community, building software to help lead their ministry with less stress and more accuracy. With brands such as ACS, PDS, and Realm, ACS Technologies enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry with over 50,000 clients, but we've got more work to do and we know we need the right talent on board to help with our mission of serving churches with tomorrow's technology.
About the Role:
As a Customer Success Director at ACST, you serve as a trusted advisor and advocate for our customers. You use your knowledge of our industry and analysis of collected data to devise strategies that drive your team’s ongoing proactive engagements with customers. You help your team demonstrate ongoing value from our products and solutions, leading to revenue retention and revenue expansion with existing customers. You capitalize on all available tools, insights, and industry best practices to drive exceptional customer satisfaction.
As the primary owner of the customer relationship, you oversee your team’s day-to-day operations, resolve escalation issues, and communicate customer needs internally to influence business priorities to reflect customer needs. You have a high level of organization, exceptional communication skills, and an ability to adjust with our fast-paced organization.
You use your knowledge of ACST’s products and solutions to drive value conversations, partnering with technical and subject matter experts as needed to address specific customer needs.
You have a high level of personal accountability to achieve results, a willingness to go the extra mile for our customers and a collaborative approach that brings the best of ACST to every customer.
What You’ll Do:
Through data and industry analysis, formulate strategies that drive product usage and customer retention, with a focus on early identification of risks and improvement of overall account health
Construct effective and strategic account plans, and aggressively drive progress
Leverage command of value drivers within a recurring revenue model
Thoroughly understand customer mission and customer operations to maximize value delivery of existing solutions, and effectively spot opportunities across ACST’s full suite of offerings
What We’re Looking For:
Bachelor’s degree in business or related field with 6-8 years of enterprise Customer Success/Account Management experience, with demonstrable success - ideally within a SaaS environment
Strong executive presence and ability to articulate value to Executive audiences
Proficient in building compelling business cases in advocacy of customer needs
Experience with Gainsight helpful
Background using data and analytics in decision making
Strong working knowledge of ACST products and solutions (or similar) or demonstrated ability to develop a deep understanding of new software
Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
Excellent communication & presentation skills, both verbal & written.
Demonstrated focus on customer service
Comprehensive knowledge of computer operations, various Windows platforms and network basics, demonstrating increasing level of knowledge in these areas
Why You Want to Work Here:
Outstanding benefits package, including 6% 401(k) match
Free onsite Wellness Clinic at our Florence Headquarters staffed by a Nurse Practitioner
Caring, friendly work environment that believes in work-life balance
The opportunity to positively impact ministries
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.