Director of Success North America

About The Role:

The goal of this position is to ensure Event Temple has a world class reputation among our customer base and the greater hospitality industry in North America and beyond (APAC).

Responsibilities:

-You manage a portfolio of VIP customers
-Help “do the work” – training, onboarding and Customer Success
-Help build, manage, train and retain the North American team
-Assist the Sales team when needed
-Mostly remote but some on-site and travel throughout North America when required
-Represent Event Temple in North America at key industry events
-Ensure company standards are met for training, onboarding and customer relationships
-Ensure customers are successful via your systems, standards and processes
-Ensure we have the right people on the team at all times (humble, hungry, high EQ)
-Hit our deadlines and goals for case studies, customer satisfaction and retention
-Develop our team members, and help them grow in their roles
-Maintain the culture of the Success team and ensure it aligns with Event Temple’s values
-Continue to maintain Event Temple’s position as the #1 rated product in our space
-Act as the North American “lieutenant” and the “right hand person” of the Head of Customer Success, global

Our Ideal Candidate:

-You have a director of sales background in hotels
-You have a deep understanding of the hotel industry and Sales & Catering software
-You are passionate about building systems and leveraging tools to create better experiences, both for our customers and our internal team
-You are great at prioritization – looking for high impact, small wins that add up
-You’re ready to roll up your sleeves and do whatever it takes to win customers for life
-You are data-driven and measure success using key lagging and leading indicators
-You have a growth mindset and are always seeking ways to improve and grow yourself, your team, your systems and the company in general
-You value consistency, integrity and keeping a regular schedule
-Lives in Canada, preferably in the Vancouver lower mainland

Must Haves in the Role:

-Background in the hotel industry (DOS)
-Deep understanding of hotel sales and catering software
-Excellent listening skills – you don’t just understand “what” the customer’s problem is, but “why” they want the problem solved
-The ability to prioritize well and use data to make decision
-Successful track record managing and leading teams (ideally 2+ years at the Director-level or higher)
-Experienced as a trainer, teacher and coach
-Excellent communicator (written and verbal)
-Extremely organized

Nice To Have:

-Experience scaling from hundreds of customers, to thousands
-Background growing an international Support/Success team (across all timezones)
-Background working with Hubspot, Intercom, and Canny are a plus

Humble, Hungry, Smart:

You must be a combination of all-three, the absence of one of these traits does not align with Event Temple’s vision of who we want to be. (If you want to really impress us in the interview, read The Ideal Team Player by Patrick Lencioni before coming in!)

Reports To:

This position reports to the Head of Customer Success, global.