04 Mar
Sr Director, Customer Success
Utah, Americanfork , 84003 Americanfork USA

Vacancy expired!

This position is responsible to lead the Customer Success organization and position it to be a competitive advantage to drive customer success outcomes. Define and optimize the customer lifecycle, manage customer success activities, measure effectiveness of customer success, enhance effectiveness and efficiency through technology, and to inspire overall customer loyalty. Execute a vision and playbook working alongside sales during the close process, support/services through on-boarding and then across all functions (marketing, product management, development, finance/operations) to ensure customer success, renewal and revenue expansion.

JOB OVERVIEW:This position is responsible to lead the Customer Success organization and position it to be a competitive advantage to drive customer success outcomes. Define and optimize the customer lifecycle, manage customer success activities, measure effectiveness of customer success, enhance effectiveness and efficiency through technology, and to inspire overall customer loyalty. Execute a vision and playbook working alongside sales during the close process, support/services through on-boarding and then across all functions (marketing, product management, development, finance/operations) to ensure customer success, renewal and revenue expansion.

KEY RESPONSIBILITIES:
  • Build post-sales relationships with customers to drive and increase adoption and utilization of company products.
  • Delight customers and empower them to succeed and grow using company solutions
  • Drive processes to enable our customers to realize meaningful adoption of the companies
  • Develop and lead the Customer Success organization spanning Customer Success and Account Management in the US. Drive improvement in customer effective retention rate through structured programs that focus on increasing account revenues through expansion programs, contract renewal rates and minimizing churn.
  • Drive new business growth through greater advocacy and reference-ability from the current customer base.
  • Foster and build key enterprise customer relationships at the executive level to drive overall customer satisfaction, product renewals, and technology feature adoption
  • Continuously improve the Customer Success model, and strategically manage cross-functional relationships with leaders in Product Management, Engineering and other stakeholders to influence the product roadmap to deliver long-term value to our customers
  • Read and analyze data, product usage, create technical alerts and report customer status regularly, including customer satisfaction and/or risk, account plans and other information.
  • Oversee and guide creation of reporting and dashboards to measure results against KPI targets, along with the associated cadence.
  • High impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results.
  • Experience leading success of a highly technical product
  • Experience in Healthcare preferred (Dental an advantage)

SCOPE: Typically direct a large complex section of a department with multiple disciplines or a complex department with multiple disciplines with significant scope and financial and operational impact. Role is strategic in nature and includes creation and ownership of processes. Accountable for preparing strategic plans, performance, results, budget and staffing. Determine the objectives, policies and plans of the sub-function(s). Expected to operate autonomously within area of responsibility and fully accountable for meeting strategic financial and operating objectives. May have some complexities and a strategic focus that distinguish it from other Director level roles. May have exposure to Board of Directors.

COMPLEXITY: Work with abstract ideas or situations across the business with in-depth knowledge of the company and an evaluation of intangibles. Knowledge of all areas within sub-function(s) derived from experience in non-management and middle-management roles allowing for innovative concepts and promoting new ideas within the organization. Participate in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.

STRATEGY:Develop strategic direction and report on an annual plan to ensure alignment with overall Company strategy and initiatives. Develop department policies and authorize implementation.

SUPERVISION: Direct and control activities through several managers or senior professional level staff who have responsibility for the operation of the assigned area and/or process or system.

INTERACTION:Regularly interact with executives and/or major customers, requiring negotiation of extremely critical matters and influence senior level leaders regarding matters of significance. Build personal networks to achieve consensus and/or mutually beneficial solutions.

MANAGEMENT DUTIES: Can hire, terminate, or promote and is aware of higher-level organizational issues and concerns. Makes decisions on salary increases, performance reviews, disciplinary actions, etc.

MINIMUM WORK EXPERIENCE:Typically 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 7 or more years of management experience.

PREFERRED EDUCATION: Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

GENERAL SKILLS & COMPETENCIES:
  • Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance; good conceptual skills
  • Outstanding verbal and written communication skills and ability to resolve disputes effectively and efficiently
  • Outstanding presentation and public speaking skills
  • Mastery independent decision making, analysis and problem-solving skills
  • Understand, interpret and act on financial information and external trends that contributes to business profitability
  • Plan, manage and create strategy around complex projects; understand available resources, develop timeline, budget and assign areas of responsibility
  • Lead teams to achieve company goals and solve complex business issues in creative and effective ways
  • Mastery planning and organizational skills and techniques
  • Communicate effectively with senior management and key stakeholders
  • Excellent negotiating skills and ability to effectively manage strategic alliances, joint ventures and outsourced relationships
  • Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
  • Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
  • Lead and develop virtual teams
  • Mastery in multiple technical and business skills
  • Excellent strategic planning skills

SPECIFIC KNOWLEDGE & SKILLS:
  • Typically, 10 or more years of experience in leadership/management roles in Customer Success, Account Management or related roles
  • Experience in a SaaS business preferred
  • Lead teams, manage and mentor individual contributors and people managers
  • Proven track record of executing on ambitious goals to elevate the customer experience
  • Excellent communication and interpersonal skills with both customers and internal partners
  • Build executive relationships and drive/influence change with large, complex organizations
  • Experience with customer success technology, such as Salesforce, Gainsight

Vacancy expired!


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