Director of Customer Success

Seattle, WA 98101

Industry: Customer Success Job Number: 246

Job Description


We have successfully completed this engagment. Thank you! 
Valant is looking for the right person to take it even higher.


The need for mental-health services has been growing more rapidly than our health systems can accommodate, so perhaps it was only a matter of time until some extremely smart tech company began offering software customized to the needs of mental-health practitioners.

That company happens to be right here in Seattle. Its name is Valant (that first syllable is a long “ a,” so it’ s pronounced more like “ veil” than “ Val” or “ vaahhl.”), and it is the market leader in back-end software for behavioral-health providers. Now it’ s looking for a Director of Customer Success to go even further.

The person in this role is responsible for designing and implementing all the main elements of the customer’ s journey through the software, with an eye toward ensuring early product adoption and continued high rates of customer retention.

This is a significant management position, charged with leadership of the Customer Success team. The person in this role needs to be highly attuned to digital-customer experience – what it is that makes software a pleasure to use and look at and interface with.

From there, he or she makes sure the Customer Success group is capable of helping customers maximize that experience. This involves using tech tools like Salesforce to assess customer-service metrics like response time and first-time resolution.

As you might guess, this leader is the top in-house “ voice of the customer,” interacting with other departments within Valant to make sure the customer experience is factored highly into the development, design, and marketing of products.

In making this hire, Valant is looking for extremely strong written and verbal communications skills, as well as familiarity with contact-center-oriented CRM technologies and office-productivity tools.

This is a great role for a customer-success leader ready to show serious initiative with a very solid company that’ s looking to take it to the next level. If you or someone you know might be interested, please do let me know!

PS From PSP: Interesting column recently from Danny Westneat at the Seattle Times about the divide in our local rental market between highly-in-demand affordable(ish) apartments and the growing profusion of residential towers begging for tenants at much higher price points. ($19, 000 per month, anyone? $21, 000 per month, if Bellevue’ s your scene?)

It’ s been stunning to see what’ s been happening with residential real estate here in Seattle and other coastal tech hubs. Sure, there are a lot of moneyed people coming into our area, but the question remains as to where all the schoolteachers, cops, waiters, and other folks needed to serve the basic needs of this population will actually live.

Oh, and if the obvious answer is something like “ further out, I guess,” you run smack into this region’ s other great structural problem: a transportation infrastructure insufficient to meet the needs of a growing population – especially if a larger share of that population is forced into longer commutes by housing costs. ###

Meet Your Recruiter

Gina Peckman
CEO

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