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Customer Success Director, EMEA - Company.org
Internet Industry Company
Dublin, , Ireland
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Company website EMEA
Dublin, Ireland
Customer Success Director, EMEA
Company website is a nonprofit social enterprise with a mission to empower its community of stakeholders to accelerate impact in a whole new way! Company website impacts thousands of organizations and the millions of people they serve by delivering the world's best nonprofit and educational technology solutions at affordable rates. It also inspires employee giving by matching their donations and driving volunteer engagement in the community. And it leverages a unique self-sustaining model to generously re-invest the revenue generated back into the community through strategic grants focused on education and workforce development.
We're looking for exceptional candidates to join the Customer Success Group within Company website. If you possess intellectual curiosity, great problem solving skills and an unwavering belief that the right technology can solve any problem including world hunger (no really, we mean it!) then you are the ideal candidate for the job.
The Director, EMEA Customer Success is responsible for ensuring the success of a large portfolio of Company website customers. This role will manage a regional team responsible including for renewals, success management and delivery. As Director, you will be a trusted advisor to our largest customers, orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics and Feature Usage. The end result is increased customer satisfaction, retention and expansion of Company's footprint.
As part of building your personal brand you will be given the opportunity to;
• Partner with customers in developing their strategic direction
• Build and maintain both global and local relationships internally and with customers
• Work in a highly collaborative and passionate team environment.
• Contribute to global and local initiatives
• Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
This role will be office based with emphasis on in person collaboration with sales teams and remote virtual meetings with customers. 30% travel required.
Responsibilities:
• Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Company, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
• Coach customers to ensure they are leveraging all available Company Success Services such as Help & Training, Communities, User Groups, webinars etc.
• Orchestrate other Success Services such Program Architects, Strategic Services, Accelerators, etc.
• Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
• Identify risks to the customer achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
• Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and Company website.
• Contribute thought leadership and best practice, both internally and externally, around business transformation.
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Experience/Skills Required:
• Bachelor's Degree
• Minimum 10 years relevant work experience
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Ability to prioritize, multi-task and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
• Knowledge of Company product and platform features, capabilities and best use
• Experience in nonprofit or higher education enterprise architecture
• The following Company website certifications are required
◦ Company website Certified Administrator
◦ Company website Certified Advanced Administrator
◦ Company website Certified Sales Cloud Consultant
◦ Company website Certified Service Cloud Consultant
◦ Company website Certified Developer