Director - Customer Success - IT

Director - Customer Success - IT (13+ yrs.)

JOB DESCRIPTION

Director - Customer Success is responsible for managing and growing existing client base globally across business segments. He/she must build and manage a customer success team and be responsible for ensuring customers are realizing maximum business value across the customer lifecycle, which ultimately results in their renewal, growth of lifetime value and customer satisfaction.

What you'll do here:

Client Management:

• Builds and maintains strong client relationships by delivering high quality work products and deliverables. Strong empathy for clients.
• Manages day-to-day client interaction; sets and manages client expectations.
• Develops deep and meaningful relationships with clients that foster lasting ties.
• Communicates effectively with clients to identify needs and evaluate alternative business solutions including interacting with senior executives to articulate organizations value proposition and exploring new opportunities.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Builds a knowledge base of each client’s business, organization, and objectives.
• Understands how to communicate difficult/sensitive information tactfully.
• Proactively identifies and addresses project risks and prevents these from turning into critical issues. The team comprises of Customer Success/ Customer Assist/ and Implementation.

Business Development:

• Identifies business development and add-on sales opportunities as they relate to a client project.
• Engages the Leadership Team as appropriate to help capitalize on new opportunities and mining the account
• Strong client management skills including interactions with Senior Executives on the client side (VPs and CEO/ CMO/ CIO/CDO/CXO)

Implementation:

• Ensures Successful delivery and adoption of the company’s client engagements.
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Completes detailed software requirements documentation.
• Manages day-to-day operational aspects of a client and scope and resolves and/or escalates issues in a timely fashion.
• Effectively applies methodologies and meets project standards.
• Identifies resources needed and assigns individual responsibilities.
• Reviews deliverables prepared by team before passing on to the client.
• Ensures project documents are complete, current, and stored appropriately.
• Tracks and reports team hours and expenses on a weekly basis.
• Manages project budget, analyses project profitability, revenue, and margins.
• Facilitates team and client meetings effectively.
• Holds regular status meetings with project team.
• Effectively communicates relevant project information to Executive Leadership Team.

What you will need to thrive:

• B Tech / BE in Computer Science with experience in design and implementation of scalable and high-performance systems
• 15+ years of experience in Customer Success Role.
• Considerable experience in building, growing and managing a Customer Success preferably in B2B SaaS organization
• Experience in driving revenues and devising and implementing business strategies accordingly
• Proven track record of working with Sales, Marketing, Finance, and Engineering to make sure everything is geared to customer success.
• Experience designing and implementing scalable solutions and driving large-scale change through inspirational leadership, and with the end customer in mind
• Strong leadership skills with the ability to motivate and focus the organization on team and individual goals
• Business strategy and goal-oriented in approach to decision making, prioritisation and performance measurement
• Strong leadership, people management, communication, and analytical skills
• Self-driven and tireless in the pursuit of high-quality results in a fast-paced environment
• Good in Team Engagement and retention
• Ability to work with enterprise customers, requirement gathering, structured approach to problem solving
• Exceptional written and verbal communications skills.
• Ability to interface at multiple levels of organization and across functional groups to clearly articulate priorities and deliverables.