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Customer Success Director
Internet Industry Company
San Mateo, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
As a Global Customer Success Manager you will be responsible for accounts and your focus will be to make every customer in your portfolio wildly successful resulting in long-term loyalty to Company.
A significant part of your role will be to work with your team to develop executive level relationships within your customer portfolio and to foster those relationships to ensure the customers continue to thrive and grow with Company.
Primary Responsibilities Include:
• Design and implement processes designed to support strategic customers
• Oversee the success of all customers in your portfolio to ensure success and health
• Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
• Contribute to the strategic direction of the CSM organization through leading and participating in internal initiatives
• Build and nurture C-level relationships across the top accounts in your portfolio to solidly partnership with Company
• Work closely with the Install Base sales teams to build and execute on strategic account plans
• Ensure high renewal rate is achieved by your group
• Embody Company values and provide exemplary leadership
Required Skills/Experience:
• 15+ years’ experience successfully building and managing a professional services, CSM or account management organization
• Ability to build and maintain strong relationship with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts
• Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
• Excellent organization, project management, time management, and communication skills
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to lead cross function business and technical teams to provide timely issue resolution
• Strong understanding of business processes and their implementation into enterprise applications
• Willingness to 'roll up one's sleeves' and assist wherever needed
• Ability to work independently and to deliver on detail as well as strategy
• Team player who will innovate to continue improving the way Company serves its customer
• Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
• Ability to travel up to 25% of the time
Preferred Knowledge, Skills, Abilities, and Background:
• Extensive business process management experience and expertise- ideally in the areas of Quote to Cash or Contract Management
• Working knowledge of one or more of the following business areas:
◦ Quote to Cash Processes
◦ Contract Management
• Expert user of Company website and/or Company
• Previous experience with a major systems integrator and/or an expertise software company preferred
About Company:
Company, the category-defining Quote-to-Cash software company, drives the vital business process between the buyer's interest in a purchase and the realization of revenue. Utilizing a patented combination of SaaS-based applications, the Company Intelligent Cloud maximizes the entire revenue operation by driving behavior and providing prescriptive data to company decision-makers. Company offers enhanced Configure Price Quote (CPQ), E-Commerce, Contract Management, Renewals and Revenue Management solutions on the world's most trusted cloud platforms, including Salesforce and Microsoft Azure. Company is based in San Mateo, California, with additional offices located across the globe.
No Recruiting Agencies please.
This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties but to describe a position level. Furthermore, the essential functions are listed above and reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act. Company is an Equal Opportunity Employer.