Director, Customer Success

Water Environment Federation WEF
How This Position Contributes to the Team

TheDirector, Customer Success reports directly to the Managing Director, Business Development, Corporate Sales & Industry Relations and is responsible for managing WEF’s Customer Success Team (CST). The CST is the primary point of contact for corporate partners and customers and central to developing relationships maintaining a focus on driving business value from initial sale through renewal . Experience directing a team and managing a budget servicing media, trade show sponsorship, and electronic deliverables for major trade shows and publications are essential to this role.

NOTE: This position is open to either 100% remote work or hybrid work (80% remote and 20% in-office – Alexandria, VA).

Principal Functions :

1. Execute Sales Department deliverables:
   Once a sale has been finalized, the Director, Customer Success is responsible for ensuring complete follow-through of all deliverables throughout WEF , including:
   • Managing the nexus between WEF teams.
   • Overseeing administrative functions necessary for sponsorship fulfillment.
   • Directing the points system and keeping WEF teams informed on the status of all deliverables.
   • Managing the re-sign program.
   • Providing input on the WEFTEC floorplan when needed.
     
2. Manage Customer Success assets:
   The Director, Customer Success is responsible for the full resource management of Customer Success assets, including WEF staff (3 direct reports) and all third-party support focused on CRM management, sponsorships and deliverables, business development support, and interactions with customers and partners.
3. Oversee and support Sales Department budget:
   In consultation with the Department’s Managing Director, other Sales Directors, and WEF’s Finance team, the Director, Customer Success provides budget support and oversight management for the Sales Department, including developing, refining, and training Sales staff on invoice and collections processes .
4. Serve as Sales Department technical lead:
   In consultation with IT, the Director, Customer Success will serve as the technical lead for the Sales Department’s CRM (Salesforce) and other related systems , which includes:
   • Providing input and guidance on best practices.
   • Developing and maintaining processes that foster efficiency and effectiveness in daily operations.
   • Increasing customer engagement with programs, sponsorships, and media products.
   • Maintaining an inventory of current WEF programs.
     
5. Contribute to Sales Department strategy:
   The Director, Customer Success is a key contributor in driving the adoption, expansion, and retention of WEF’s business and commercial offerings (i.e., meetings, conferences, trade shows, product sales platforms, media) by analyzing data (sales, cost, trends, etc.) and:
   • Providing input and recommendations on strategic direction for WEF’s revenue, commissions plans, etc.
   • Identifying risks, recommending mitigation strategies, and developing processes to decrease the potential for future risks.
   • Developing and maintaining a process for regularly assessing customer needs (tactical items, strategic business reviews, etc.).
   • Closing gaps when necessary.
   • Developing and executing new offerings and revenue streams.
     
     
     

Minimum Qualifications:

• 8+ years managing sales support, customer success, or customer services in a sales environment.
• A strong understanding of Trade Shows and Events, Media, and Trade Associations.
• Demonstrably strong experience with CRM programs; Salesforce preferred.
• Previous work experience selling and supporting sponsorship packages and/or sponsorship development.
• Exceptional customer service support and a mission-orientation, along with the ability to successfully work with many stakeholders while executing deliverables.
• Ability to travel up to 15% of the year.
  

This person will work primarily in an office environment using standard office equipment.
WEF reserves the right to require proof of COVID-19 vaccination or other compliance with public health measures as a condition of employment. This is not mandatory at this time.
WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Who We Are

The Water Environment Federation (WEF) is a not-for-profit technical and educational organization of more than 30,000 individual members and 75 affiliated Member Associations (MAs) representing water quality professionals around the world. Since 1928 , WEF and its members have protected public health and the environment. WEF and its global network of members and member associations provide water quality professionals around the world with the latest in water quality education, training, and business opportunities. WEF’s diverse membership includes scientists, engineers, regulators, academics, utility managers, plant operators, and other professionals. WEF uses this collective knowledge to further a shared goal of improving water quality around the world.
WEF is operating under a new Strategic Plan built on the vision of a life free of water challenges . Our ultimate goal is a world where each person has access to clean water and sanitation, where communities prosper, and where nature thrives. The key strategic goals under the new Strategic Plan are: 1) to attract and develop a diverse and passionate workforce; 2) to cultivate a purpose-driven community to sustainably solve water challenges for all; and 3) to lead the transformation to the circular water economy.
The new Strategic Plan embodies WEF’s embrace of diversity, equity, and inclusion in all that we do. WEF is committed to equity and inclusion in all aspects of our work, including within the governance structure and leadership, WEF partners, WEF staff, and the WEF membership. This commitment to diversity, equity and inclusion will guide our work and our programs, culminating in outcomes that improve public health for all.

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