Director, Customer Success Resume Samples

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R Kihn

Robbie

Kihn

15564 Alexzander Common

San Francisco

+1 (555) 472 7359

15564 Alexzander Common

San Francisco

Phone

p +1 (555) 472 7359

Experience Experience

Boston, MA

Director, Customer Success

Boston, MA

Funk Group

Boston, MA

Director, Customer Success

Lead the team to deliver service excellence and consultative support for publisher strategy and execution
Hire, train and manage a team of Customer Success Managers to oversee full customer life-cycle from pre-sales, on-boarding, ramp and growth
Track and analyze performance for regional book of business to ensure all accounts are meeting or exceeding sales plans
Use critical thinking and analysis to discover growth opportunities and to resolve business obstacles
Maintain active customer conversations through regular and consistent engagement, demonstrating your market knowledge and programmatic expertise
Prepare and present performance reports and market insights to partners to further support growth opportunities and recommendations
Collaborate with cross-functional teams and team leaders to inform product alignment for account growth

Dallas, TX

Senior Director, Customer Success

Dallas, TX

Dare-Reichert

Dallas, TX

Senior Director, Customer Success

Work as a core member of the CSM business unit leadership team to influence product development strategy by advocating on behalf of our customers
Provide subject matter expertise for assigned projects
Manage ISV technical engagements to success and revenue
Motivate team members to perform at the highest level possible
Self Starter & Team Player, who can work in a highly dynamic environment
Working closely with Named Account Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments
Knowledge of CRM Customer Service / Knowledge Management/ Communities / Field Service business processes

present

Dallas, TX

Executive Director Customer Success, Platform

Dallas, TX

Goodwin and Sons

present

Dallas, TX

Executive Director Customer Success, Platform

present

Mine our data for triggers and metrics that identify client opportunities to improve end-to-end system performance, and opportunities to improve integration
Partner with our voice-of-the-customer team to develop solutions to empower our client-facing teams (and clients themselves) to address established issues
Evangelize athena’s best practices to drive client expense reductions in the face of industry trends and challenges
Collaborate with sales as our senior platform evangelist
Serve as a resource to the Client Organization on key accounts , and lead a small team to engage consultatively with client tech teams to troubleshoot end-to-end issues
Partner with product education to deliver clear standards and practices for client-side deployment
Communicate our technology processes to key customers, ensuring our point of view and key value proposition are well understood

Education Education

Bachelor’s Degree in Business

Washington State University

Bachelor’s Degree in Business

Skills Skills

Good knowledge of Malwarebytes general products desirable
Good writing skills and ability to work closely along-side others
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Strong collaboration acumen and ability to multi-task
Strong Internet and Web technical skills including intermediate knowledge of HTML
Strong understanding and knowledge of the customer success role in successful SaaS and enterprise environments
Excellent interpersonal communication skill with attention to details
Excellent time management skills with and strong sense of urgency
A solid understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
A team player capable of balancing pressing short term deliverables with sophisticated long term goals and objectives

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Director, Customer Success Resume Examples & Samples

Lead the team to deliver service excellence and consultative support for publisher strategy and execution
Hire, train and manage a team of Customer Success Managers to oversee full customer life-cycle from pre-sales, on-boarding, ramp and growth
Track and analyze performance for regional book of business to ensure all accounts are meeting or exceeding sales plans
Partner with Ad Solutions Account Executives to drive successful pairing of media buyer campaigns to publisher inventory
BA/BS required; MBA or equivalent preferred
4+ years of recent work experience in online advertising and specifically display advertising
People management experience with proven success in hiring and developing talent
Flexibility and an ability and willingness to think strategically and act tactically
Very strong analytical thinking abilities, project management and organization skills
Ability to present persuasive arguments to support recommendations internally and externally
Strong oral and written communication skills; ability to communicate effectively to a C-level audience
Desire and willingness to learn and work hard

Director, Customer Success Resume Examples & Samples

Hire, train and manage a team of Customer Success managers. Oversee full customer life-cycle from pre-sales, on-boarding, ramp and growth and to support other cross functional teams
Works closely with Publisher Development to create success plans for new Publisher customers
Partner with Programmatic Sales to drive successful pairing of media buyer campaigns to publisher inventory
5-10 years of recent work experience in online advertising including mobile and video advertising
2015: 1st to market with competitive benchmarking analytics for publishers

Director, Customer Success Resume Examples & Samples

Lead team of up to 30+ employees and manage a budget of up to $2.5M
Provide customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues, as well as provide recommendations
Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Autodesk products and services
Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience
Managing a regional team of Customer Success Managers, assisting the Industry teams with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
Measure effectiveness of Customer Success Managers, defining operational metrics for team. Create cadence for review within team, Expose subset of metrics to executive team
Attracting, hiring and retaining a group of Customer Success Managers, recruit experienced leaders for each functional role, attract high potential individual contributors into team, create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycle
Minimum 10+ years leading customer-facing organizations
Demonstrated success at skillful negotiation and strategy implementation
Able to balance providing exceptional service with the needs to improve financial performance, and increase revenue and profits

Senior Director, Customer Success Resume Examples & Samples

Lead team of 100+ employees
Size of budget up to $27M
Define segmentation of customer base and varying strategies to ensure customer success and margin optimization
Increase lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of Autodesk products and platform functionality integral to the customer's success
Engaging broadly across the Customer organization from management through to C-Level/Influencer as required
Pro-actively assess the interactions with our top customers (product performance, depth and breadth of usage, Support experience)
Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health scores
Managing a global team of Customer Success Managers, assisting the Industry teams with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
Working closely with Named Account Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments
Minimum 12+ years experience leading customer facing organizations
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Enthusiastic and creative leader with the ability to inspire others
Strong leadership skills with proven ability to influence inside and outside of the organization at the highest levels to garner support
Strong financial acumen and a proven track record of continual enhancements to the design and results of service levels metrics within the candidate’s previous organization is a must
Demonstrated effective communication and strong executive presentation skills
Location will be specified on the requisition heading when posted and on the offer letter when the candidate is offered a position
Able to travel 30% of the time – mostly across the geographies

Director, Customer Success Resume Examples & Samples

Act as the primary interface for NA & Global Escalation Management with regards to customer escalations
Prioritize & Drive Escalations with Product Development to ensure visibility, traction and ultimate closure
Ensure the customer’s voice is heard throughout the escalation process
Continue to keep leadership aware of updates / progress through resolution
Set correct expectations and drive relief and resolution through effective communication
Monitor progress of incident and work with Global Escalation Team and Product / R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident
Provide regular regional status updates for all escalated incidents
Identify any product deficiencies and work with R&D to ensure defects are corrected in a timely manner, as it pertains to escalations, and overall AirWatch product
Analyze escalation performance metrics
Identify areas of opportunities to improve AirWatch products
Collaborate with the Global Escalation Team and other REMS to ensure process alignment and best practice refinement
Ongoing knowledge of AirWatch products and known issues, as it relates to escalations/incidents
Review root cause of escalations and work with appropriate resources to insure continuous improvements of AirWatch product
Create and maintain lines of communication with internal resources (Sales, TAMs, Services, Support, SMEs)
Travel to customer sites and VMware Offices, as necessary
Take an active role on escalating critical customer issues through resolution
Ongoing knowledge of enterprise mobility products (AirWatch, Good, Mobile Iron)
Strong knowledge of SQL, Networking, Windows Server, Exchange, IIS, and REST API’s
Extremely proficient with Customer Service skills
Strong Communication and ability to work under pressure and tight deadlines
Good writing skills and ability to work closely along-side others
Strong relationships skills working with various cross-functional departments
Effective working with global teams and other international operations
Ability to work effectively in high stress situations
75458BR

Director, Customer Success Resume Examples & Samples

5+ years of leadership within a Global Customer Success or Support organization
5+ years of proven success working directly with customers within a technology company (technology industry a must)
Strong leadership and management skills
Fanatical customer success focus
Outstanding verbal and written communication to foster and leverage teamwork
Customer acumen to champion the customer issue management until resolution
Excellent time management skills with and strong sense of urgency
Strong work ethic with bias towards action
Good knowledge of Malwarebytes general products desirable
Must be located in Cork, Ireland

Senior Director, Customer Success Resume Examples & Samples

Bachelors degree in Computer Science/Information Systems or Business Information Systems, MBA preferred
10+ years of experience
5+ years customer application architecture experience
TOGAF-certification
Solid experience with J2EE, PLSQL and TSQL as well as either Cloud foundry or OpenStack. This role is not not writing code, but you need to be able to have a peer-to-peer convo with a Chief Architect inside an organization
Solid technical working knowledge of database and platforms (Analytical and Transactional)
Systems & Business architecture experience
Experience in consulting
Engage with SAP Strategic ISV Partners
Define the technical innovation strategy with ISV’s -> Deliverable joint Architecture
Manage ISV technical engagements to success and revenue
Scale out technical knowledge of the ISV/SAP HANA Solution through SAP Sales and Partners
Help SAP Sales, partners & ISV’s sell the solution
Excellent communication skills, equally comfortable talking to business and technical stakeholders
Quick learner, grasp SAP HANA and Data Base technologies such as ASE, Oracle and MS SQL Server
Curious – challenge the status quo on well-founded arguments to drive the next level of innovation
Being able to guide the client in the right direction
Self Starter & Team Player, who can work in a highly dynamic environment
Collaboration - Effectively builds and maintains partnerships with ISVs and people at all levels across the company
Provide guidance for communication to customer senior management, such as for quarterly meetings, communication of status and action plan for ISV on SAP HANA Delivery
Review and participate when needed in presentations given to the customer senior management
Give input on functional and personal skills training plan to the TQM’s manager

Director, Customer Success Resume Examples & Samples

Provide leadership, direction, and daily management for the North American Customer Success team
Develop and implement structure and accountability for the regional service business to meet or exceed
Ensure proper service leadership throughout the region by continuously evaluating and hiring top talent as
Cascades strategic goals into aligned departmental goals
Drives execution – sets high performance standards, mobilizes resources and removes barriers to success. Holds self and others accountable
Fosters an environment of teamwork, open communications, and the sharing of ideas
Drives change – challenges assumptions and takes responsibility for leading and executing change
Makes sound and timely decisions – uses good problem solving, decision making and planning tools. Analyses and take corrective action where necessary
Builds employee relationships – understands their development needs and aspirations, and invests in their success
Over communicates – clearly translates corporate goals into departmental goals and targets. Communicates frequently with passion and purpose
Displays ethical character and competence – gains trust by acting with integrity and intent. Is professionally credible in role
Is a role model – displays high levels of commitment and energy, role models our PACT values and sets high standards of behavior. Influence others positively, act as a good citizen of Winshuttle
Strong business acumen, interpersonal skill, and team collaboration abilities
Business development focus and ability to sell and/or support sales
Ability to successfully engage with both internal and external clients
Excellent negotiation, presentation, and communication skills
SAP or other large ERP implementation, support, and training
A minimum of 10 years successfully and directly managing service delivery and customer support for an

Senior Director, Customer Success Resume Examples & Samples

10+ years of experience in leading customer-facing organizations
A combined background of post-sale and sales experience
An analytical and process-oriented mindset
Relevant Bachelor’s degree; preference for computer science or related
An ability to manage influence through persuasion, negotiation, and consensus building
A deep understanding of value drivers in recurring revenue business models
A desire for continuous learning and improvement
Enthusiasm and creativity as a leader, with the ability to inspire others

Director, Customer Success Resume Examples & Samples

Manage Ellucian’s Quercus product which is sold internationally and supported by our Dublin based Action Line Delivery team
Potential for expansion of management responsibilities in other international regions based on customer growth
Help bring focus to the team on response and resolution times, accuracy of resolutions, and development of a robust customer-facing knowledge base to enable customer self-help
Ensure issues and solutions are thoroughly documented within Ellucian’s tracking system and follow issue progress through resolution
Establish and maintain close business relationships with customers
Manage customer escalations through to satisfactory resolution, coordinating with other Ellucian staff and departments as necessary
Work closely with product management, software development, global architecture and other Ellucian departments to ensure responsiveness to customer needs and issues; establish and maintain organizational relationships to facilitate strong interdepartmental communications
Identify and improve processes to efficiently provide responsive, accurate and timely support
Ensure Action Line Delivery team members are provided with appropriate training to facilitate professional development and improve depth and breadth of product knowledge
Participate in Action Line Delivery leadership meetings, contributing ideas and experiences to improve operations and our ability to provide seamless, end-to-end product support in an increasingly complex and varied technology environment
Provide critical leadership and operational responsibility for delivering on customer expectations, commitments, and contractual maintenance commitments
Define and implement staffing strategies that maximize customer satisfaction, team productivity, and cost effectiveness, this includes putting in place a 24/7 support structure for our Quercus solution
Manage and engage our Global Channel Partners on all aspects related to support, maintenance and subscriptions
Ensure customer success strategy is aligned with the company’s long term goals
Proven customer-oriented attitude
Strong understanding and knowledge of the customer success role in successful SaaS and enterprise environments
Experience with customer success and relationship management of large strategic clients
Experience successfully working with senior leaders
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment
Able to be flexible and agile in responding to evolving / global business priorities
Strong collaboration acumen and ability to multi-task
Strong operational skills that will drive organizational efficiencies and customer satisfaction
Willing and able to address escalated customer issues with speed and urgency
Ability to work in a fast-paced, entrepreneurial, results-oriented culture
Understanding of Customer Experience and NPS is a significant plus

Director, Customer Success Resume Examples & Samples

Drive Customer Success outcomes
Increase renewal rates and decrease churn
Influence future lifetime value through higher solution adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g. usage, satisfaction, issue resolution, etc.)
Standardize interventions for each point in journey
Learn from industry best practices
Manage Customer Success Activities
Customer Success Management
Cross-sell/Up-sell opportunity generation
Customer Messaging and Advocacy
Lead World-Class Customer Success Team
Enhance Effectiveness and Efficiency Through Technology
Salesforce & Gainsight dashboards, partnering with Bus. Support
Customer messaging software
Reference and advocacy solutions
Align with Marketing Team to enhance marketing efforts for existing clients
Align with Product Team around drive customer-focused product development
Align with Sales to target clients with high retention characteristics
Align with Finance around measurement and retention
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop
5+ years experience managing strategically in a Customer Success role
5+ years managing Customer Success/Retention Programs strategically and tactically
Experience working with Corporate and Foundation markets preferred
Expertise in customer success in the philanthropic space
Strong record of program development and analytical/financial aptitude
Must be willing and able to travel when business needs dictate

Director, Customer Success Resume Examples & Samples

Establishes overall product vision/strategy including defining the product roadmap and establishes overall product direction and development priorities. Develops business cases and associated ROI models for new product development initiatives and collaborates with Program Management to ensure customer requirements are accurately translated into product/feature specifications
Partners with Sales, Program Managmeent and other key stakeholders elicit product requirements and other supporting product development documentation including user stories and methods & procedures. Manages customer feedback to ensure required changes are incorporated into the product roadmap. Proactively seeks continuous feature and process improvements
Supports execution of product launches and go-to-market activities
Develops strategies for targeting new adjacent markets/customers
Works directly with Engineering and Operations to support capacity planning, product/feature development, and implement operational support frameworks to optimize the customer experience
Supports the budget and resource forecasting process
Interfaces directly with Legal to develop and maintain contract templates and mutually acceptable customer agreements
5+ years hands on experience managing all phases of product management lifecycle in an agile development environment
Exposure to end-to-end product development lifecycle including ideation, definition, development, acceptance testing, and operations using an agile software development methodology like Scrum, Kanban, XP, TDD, RAD, etc
Exposure to UX development and UX definition of customer experiences
Proven ability to internalize and represent the 'voice of the customer' throughout the product lifecycle and deliver on the defined end-to-end customer experience quickly grasps customer needs and understands dynamic new markets
Broad set of general management skills; ability to work intuitively across all core business disciplines including Sales, Finance, Marketing, Legal, Product Development and Engineering & Operations
Ability to manage deadlines, handle ambiguity, multi-task and quickly shift from one task to another
Possess high integrity, proven judgment and a strong work ethic

Director, Customer Success Resume Examples & Samples

Serves as the 'voice of the customer' ensuring all operational issues are addressed in a timely manner. Customer perspective will be informed through direct collaboration with customers, partners, internal Sales teams, and the professional services organization. Will also assess past service interruptions/outages, determine root cause, and drive fixes/workarounds with Engineering
Manage rhythm of the business' activities such as weekly customer reviews, quarterly business reviews, strategic account planning, goal development and tracking, and other metrics and key performance indicators important to the success of our customers
Establishes post sales services vision and strategy including influencing product roadmap and services portfolio to improve the customer experience (and drive business outcomes for our customers)
Actively solicits feedback from all customer facing organizations in order to facilitate improvements to documentation, training, service offerings, and the core product
Develops business cases and associated ROI model required for new business initiatives
Develops key relationships across the ecosystem and is a recognized thought leader; represents the Customer Success team at key internal and external meetings, and participates in relevant industry working groups
Other duties and responsibilities as assigned. Accessible 24x7 as needed
Displays a relentless passion to provide the best customer experience possible
Proven ability to lean in' and lead in ambiguous situations
Customer-facing and exceptional communication skills
A demonstrated ability to hire, develop, and retain top talent through career coaching converstations, mentoring, coaching, and providing clear, actionable goals
Promotes a culture of achievement and passion for continued growth and improvement
10+ years experience in leadership roles
5+ years hands on experience delivering services and/or support of enterprise class software and services

Director, Customer Success Resume Examples & Samples

Clarify ownership for each part of the journey
Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience
Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement
Create customer feedback loop
Help foster company-wide culture of Customer Success
Master’s Degree in Business or Related Field
3-5 Experience Leading Customer Success team(s)

Senior Director, Customer Success Resume Examples & Samples

Responsible for customer references
Proactively engaging with implementation partners, professional services and customers on deployments to make sure they maximize the value of the products
Subject-Matter Expertise – serve as spokesperson at customer meetings, events and in our online community
Engage with partners and professional services teams to establish best practices for design and implementation of our products
Drive Customer Success KPIs and dashboards to measure pulse on an ongoing basis
Work as a core member of the CSM business unit leadership team to influence product development strategy by advocating on behalf of our customers
Knowledge of CRM Customer Service / Knowledge Management/ Communities / Field Service business processes
15+ years of experience in a combination of customer success, product management, services, or engineering
ServiceNow Platform experience a plus
Strong technical background, and quick to learn new technologies
Ability to communicate complex requirements in simple terms
Enthusiastic team player with the ability to influence others
Ability to keep calm under pressure and handle delicate customer situations tactfully, firmly, and professionally
Previous experience as Customer Success Manager / Implementation Consultant
Experience in building, leading a global team, at VP or above career level

Executive Director Customer Success Resume Examples & Samples

Utilize deep product knowledge, quantitative insights, and customer feedback to identify a backlog of opportunities (epics) to improve the value and reliability of our services to our customers, and work collaboratively with product leaders to prioritize those improvements in our R+D backlog
Serve as a resource to the Client Organization on national and regional accounts , and lead a team of customer success managers and directors who engage clients consultatively on opportunities to improve the value clients receive from our services
Communicate our product roadmap to key customers ensuring our point of view is well understood
Collaborate with sales as the senior product evangelist for athenaCollector
Partner with our voice-of-the-customer team to develop a Solution Directory and additional collateral to empower the client org (and clients themselves) to address the most common issues, and derive deeper value from our services
Partner with Product our product education team to build content and training for Client Organization to articulate product value and market fit
Partner with Analytics to mine our data for triggers and metrics that identify clients at risk, and opportunities to improve the value, and ensure these metrics become part of our overall definition of customer success
BA/BS in business, finance, or related field; MBA preferred
Deep understanding of healthcare and the health care IT industry
10+ years of experience in revenue cycle, hospital, or large medical group operations
Superb influence and a track record of driving success in a matrixed environment
Exceptional communication skills, including a history of effective senior executive influence and product evangelism
Collaborative working style, with record of influencing through vision, inspiration and compelling logic
Can deal comfortably with C-suite leaders of the nation’s largest health systems: understands what they do and how they think
Strong quantitative skills and comfort with financial and accounting terms and principles

Executive Director Customer Success Resume Examples & Samples

MD/DO required; MBA preferred
5-7 years of experience with clinician engagement in technology or medical affairs; Experience as CIO, CMO, or CMIO strongly preferred
Strong quantitative skills and comfort with healthcare operational metrics and quality measurement

Executive Director Customer Success, Platform Resume Examples & Samples

Utilize deep platform knowledge, quantitative insights, and customer feedback to identify a backlog of opportunities (epics in the Agile methodology) to improve the reliability and performance of our services, and work collaboratively with platform leadership to prioritize those improvements in our R+D backlog
Serve as a resource to the Client Organization on key accounts , and lead a small team to engage consultatively with client tech teams to troubleshoot end-to-end issues
Communicate our technology processes to key customers, ensuring our point of view and key value proposition are well understood
Evangelize athena’s best practices to drive client expense reductions in the face of industry trends and challenges
Collaborate with sales as our senior platform evangelist
Partner with our voice-of-the-customer team to develop solutions to empower our client-facing teams (and clients themselves) to address established issues
Partner with product education to deliver clear standards and practices for client-side deployment
Mine our data for triggers and metrics that identify client opportunities to improve end-to-end system performance, and opportunities to improve integration
BA/BS in technology related field ; MBA preferred
Deep understanding of the health care IT industry
10+ years of experience in SaaS technology delivery, or IT service delivery in hospital or health system
Experience working with product development teams strongly preferred
Exceptional communication skills, including effective senior executive engagement and product evangelism
Collaborative working style, with a record of influencing through vision, inspiration and compelling logic
Strong aptitude for technology-enabled clinical and business processes
Sees ahead clearly, can anticipate future consequences and product trends accurately; has broad knowledge and perspective and is future oriented
Can deal comfortably with C-suite leaders of the nation’s largest health systems: understands what they do and how they think and understands how to influence
Travel required up to 40%, inclusive of client site visits, conferences, trade shows, sales and off-site company events

Senior Director, Customer Success Resume Examples & Samples

Lead The Americas region renewal team to drive bookings for cloud, subscription agreements and maintenance
Oversee a team of Sr. Renewal Managers and Renewal Specialists with direct responsibility for customer retention and growing the revenue stream
Responsible for gathering data and accurately forecasting weekly/monthly/quarterly and communicating to leadership
Provide subject matter expertise for assigned projects
Exceed booking and revenue targets and set team targets in line with expectations from finance. Analyze renewals data to achieve/exceed revenue targets
Work with cross functional teams to determine areas of improvement and identify new best practices. Serve as focal point internally and externally for customer, partner, and product sales escalations with an emphasis on driving strategy to increase opportunities for continued revenue growth
Supervise exempt and/or nonexempt level staff, including conducting performance evaluations, approving time off, assigning work, delegating work, providing on-the-job training, providing guidance to staff, hiring and termination of staff
Motivate team members to perform at the highest level possible
BA Degree in Business Administration Required, MBA Preferred
8+ years demonstrated success in a Renewal Management capacity with a focus on negotiation of service contracts
3+ years of SalesForce.com experience required/ Apttus experience preferred
Experience managing a cost center with forecasting required
Advanced knowledge of Excel
Professional communicator with a strong business and financial acumen

Director, Customer Success Enterprise Resume Examples & Samples

Supports the equitable assignment of sales force quotas and ensures quotas are optimally allocated to all sales channels and resources
Provides input to VP in the development and administration of sales incentive compensation programs
Directs and supports the consistent implementation of company initiatives
Ensures appropriate training and development programs and processes for Account Executives
Responsible for achievement of quotas and performance objectives for Customer Experience organization, and achievement of strategic objectives defined by company management and executives
10-15 years’ experience in sales management/sales operations
Ability to travel at least 50%
Bachelor’s degree, preferably in Sales, Business Administration or Marketing
Proven ability to develop sales strategies, tactics and techniques based on the feedback of the customer and market environment
Ability to effectively manage a cross-functional team
Experience in developing sales strategies and performance metrics
Advanced computer program skills; Microsoft Office, Salesforce CRM
Strong training and presentation skills
Proven success managing successful full cycle sales organizations
Able to work under pressure in a fast paced environment

Director, Customer Success Resume Examples & Samples

Recruit, develop and retain a team of Enterprise Customer Success Managers (CSMs) dedicated to customer success and long-term customer partnerships in the Western Region
Design and implement processes designed to support strategic customers
Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
Ensure CSMs are meeting Apttus’ high standards of customer experience
Actively mentor individual CSMs via observation, participation and coaching
Develop a career path for CSMs and provide opportunities for advancement where appropriate
Contribute to the strategic direction of the CSM organization through leading and participating in internal initiatives
Ensure high renewal rate is achieved by your group
Embody Apttus values and provide exemplary leadership
15+ years’ experience successfully building and managing a professional services, CSM or account management organization
Proven ability to develop and lead senior level employees
Ability to evaluate and develop existing teams and reshape as necessary while mentoring and inspiring the individuals
Excellent organization, project management, time management, and communication skills
Ability to quickly grasp and distinctly explain technological and business concepts
Ability to work independently and to deliver on detail as well as strategy
Ability to travel up to 50% of the time

Director, Customer Success Resume Examples & Samples

Drive customer success outcomes
Minimum of 15 years of relevant work experience with a minimum of 5 years leading a team of direct reports
Minimum of 3 years in a multi-national territory management role with P/L accountability
Experience dealing with large, complex accounts building relationships at the most senior IT and business levels
Strong knowledge of business processes (sales, finance, marketing, services, and support), business applications and automation
Ideal candidate has a background including some sales as well as post-sales experience
Prefer experience in the enterprise mobile space (app dev, testing, professional services, or similar)

Director, Customer Success Resume Examples & Samples

Design and execute against a vision for the organisation to meet our company goals to scale the business, innovate and delight the customer
Develop the EMEA Customer Success teams to be a valued service across the region assuring the right resource is engaged with the right customers at the right level
Define and oversee the execution of programs designed to drive customer value realization
Consult with senior EMEA leadership in the overall team building and sales strategy efforts to ensure effective levels of organisational alignment
Drive innovation agenda and ensure customer experience, adoption, renewals, time to value and RoI are at the centre of everything
Drive on-going transformation/evolution of the Customer Success role to better integrate Industry knowledge and Digital Marketing trends
You will be a thought leader with exceptional C Level communication skills able to have impact and influence at all levels
As a member of the Adobe Global Services leadership team you’ll need every ounce of your intellectual horsepower, be a strategic thinker able to map out and plan for the success of your Customer Success organisation whilst supporting the greater groups goals
With extensive large scale SaaS in Enterprise experience you’ll be perfectly positioned to develop the EMEA Customer Success organisation and will have experience of developing managers, leaders and organisation structure to better partner our customers, external and internal
Strong leadership qualities and ability, and a track record of leading, developing, motivating, empowering, and driving execution within a high performing team
A self-starter with a strong work ethic and an energetic style setting the example and creating an environment of high expectations, urgency, ownership and risk-taking in others
A team player capable of balancing pressing short term deliverables with sophisticated long term goals and objectives
Experienced in functioning as a member of a senior management team, as well as managing and influencing stakeholders in a matrix environment
Exceptional communication and influencing skills, and able to tell Adobe’s industry and innovation story compellingly to senior executives and large audiences
Strong collaboration skills and cross-group collaboration experience
Experienced in organisational design and in change-management for large professional teams in a multi-national technology organisation
In-depth understanding of all phases of the customer life-cycle and the sales-cycle
High level of integrity and ethical approach to doing business
Culturally-savvy, has experience working across borders, deals easily with individuals from different cultures and backgrounds
Fluent English essential and a 2nd european language is an advantage

Senior Director, Customer Success Resume Examples & Samples

Engage broadly across the Customer organization from management through to C-Level/Influencer as required
Managing a global team comprised of Geo Customer Success Directors, Managers & their Customer Success Managers, assisting the Industry teams with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
Minimum 12+ years of experience leading customer facing organizations
Deep business operations expertise
Ideally combined background of post-sales, sales, consulting services experience preferably with SaaS based businesses

Director, Customer Success Resume Examples & Samples

The main responsibilities for the head of customer success are as follows
Increase renewal rates and reduce churn
Expand our revenue in accounts through up-sell
Measure Effectiveness of Customer Success org
Define operational metrics for team
Expose subset of metrics to executive team, company and board
Align with Product around driving product roadmap
Align with Sales around up-sell and focus on selling with a retention focus

Associate Director, Customer Success Resume Examples & Samples

Leverage your analytical skills and knowledge of the programmatic marketplace (gained on the job) to influence advertising strategy and execution towards “programmatic-first”
Coach peers proactively in the organization to create skill lift that drives client growth and contributes to overall team success
Generate business plans by collaborating with specialists, Engineers and Product teams and defining business goals, key strategies and success metrics
5+ years of experience in client-facing services role, such as consulting or customer success
Flexible, startup mindset with proven success in fast-paced, unstructured environments
Can quickly master nuances of a complex industry with many moving pieces and constant change
An engaged team player with strong interpersonal skills who knows how to have fun while achieving results

Director Customer Success, ENT Resume Examples & Samples

Manages a team of leaders and individuals, driving results through retention, cross-selling, and upselling to retain or grow contract revenue value
Works with VP to coordinate sales forecasting, planning, and budgeting processes used within the organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the organization’s planning efforts. As needed, coordinates planning activities with other functions and stakeholders within the firm
Ensures all sales organization objectives are assigned in a timely fashion
Proactively identifies opportunities for sales process improvement. Works closely with sales management to inspect sales process quality and prioritize opportunities for improvement. Assists sales management in understanding process bottlenecks and inconsistencies. Facilitates an organization of continuous process improvement
Monitors the accuracy and efficient distribution of sales reports and other intelligence essential to the sales organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed
Implements enabling technologies, including CRM, to field sales teams. Monitors the assigned sales organization’s compliance with required standards for maintaining CRM data
Works with Finance, and Human Resources, Customer Care, Operations and any other internal key stakeholders on an as-needed basis in order to build peer support and strong internal-company relationships with key management
Ensures appropriate training and development programs and processes for Customer Success Managers
Accountable for accurate and on-time reporting and forecasting, essential for sales organization effectiveness
Responsible for achievement of quotas and performance objectives for Customer Success organization, and achievement of strategic objectives defined by company management and executives

Director, Customer Success Resume Examples & Samples

Develop team member careers effectively so that junior team members become equipped to move from Account Executives (AE) to Senior AE, and from Senior AE to Managers
Manage team members so that skill sets are matched to appropriate tasks and timelines are managed within the team to execute against customer expectations
Manage “upwards” to involve AVPs, VPs, C-level staff and sales teams at appropriate points throughout a project to troubleshoot, help over-service clients, and effectively run the team
Participate in or own innovative firm-building activities / efforts: the further advancement of Marketing Evolution as a market leader and great company depends on the contribution of all its team members. We expect individuals at all levels of the organization to help define and participate in these efforts

Director, Customer Success Resume Examples & Samples

Responsible for ensuring the Customer Success team is hitting targets which are positively impacting both the customer and LogMeIn
Work closely with Sales leadership to ensure teams coordinate efforts effectively
Responsible for hiring, training and ramp-up of new team members
Responsible for coaching, performance management, and career development of the team
Contributes to the development of and implementation of LogMeIn’s Customer Success program
Implements and maintains best practices related to customer success
Arranges periodic product and competitive training
Supports all tactical management functions

Director, Customer Success Resume Examples & Samples

Manage a team of Customer Success Managers to ensure they are meeting company specific targets for renewals
Must be able to consistently meet team goals for churn as well as specific corporate team initiatives
Handle client escalations around concerns or issues with their webinar experience
Assist with the renewal process for the teams accounts
Conduct frequent reviews (in-person and via phone) with accounts and team to determine customer satisfaction and utilization levels
Occasionally provide client training and support of ON24’s proprietary webcasting platforms
Provide process and reconciliation of invoicing for ON24 products and services
Provide platform support through use of Support Ticketing System, email and phone
At least 6 years of work experience in Customer Success and/or Account Management
At least 2 years managing a team of Customer Success Managers and/or Account managers
The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
Excellent organizational, planning, and communication skills
Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented
Experience with audio and video production or related field
Legal Authorization to work in the U.S is required. ON24 may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills

Director, Customer Success Resume Examples & Samples

Owns the adoption and renewal results for a set of defined accounts
Focus on customer intimacy - deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities
Understands the customers’ business environment, challenges and opportunities, and aligns AspenTech’s initiatives with the customers’ initiatives, ultimately, aligning AspenTech’s success to the customers’ business initiatives
Ensure our solutions are understood that results in an increase in customer adoption and customer satisfaction
Collaborates with internal implementation consultants, sales account managers, and renewal representatives to develop and execute account plans, and initiate renewal and expansion opportunities to generate new revenue. Work as part of the team to develop strategies for scale and growth
Ability to effectively facilitate and lead cross-functional teams and resources; manage both with and without organization authority
Delivers product insight and strategy advice for sales enablement, communication, and training initiatives
Uncovers and mitigates any risk that threatens your Customers’ growth, satisfaction, or renewal; conceive and execute risk mitigation plans by utilizing all available AspenTech resources
Manage Customer Success Managers that have the same responsibilities
10-15 years of professional experience with at least 5 years of experience in Sales Account Management or Client Services managing multi-million dollar portfolios
A verifiable track record of consistently meeting and exceeding revenue goals
Exceptional business acumen with Aspen Technology firm grasp of how business works, including sales, consultative, problem solving, and issue resolution skills

Director, Customer Success Resume Examples & Samples

Minimum 5 years of management experience leading a Client Service or Customer Success function
Minimum 10 years of Client Services related work experience
Experience in the EMEA region
Bachelor’s degree or equivalent experience required, MBA preferred
Passion and Experience for leading highly effective teams in a high growth and rapidly changing environment
Strong negotiation and team-building skills with the ability to create consensus among cross functional teams and leaders
Excellent written and verbal communication skills at all levels of Equinix and customer organizations
Effective presentation capability and style for all levels of the organization
Technical aptitude and understanding of the technical service industry preferred
Requires strong decision making, analytical, and problem solving skills

Director, Customer Success Resume Examples & Samples

Directs the teams of responsible for ensuring the highest possible satisfaction levels for VitalSource clients
Develops, implements, and maintains processes, protocols, policies, and goals to improve VitalSource’s product and services to customers
Designs the workflow process for the Customer Success team to ensure seamless interactions with the clients
Aids in interpreting and implementing contractual terms contracts and operationalizing their terms
Identifies, shares, and implements best practices for working with VitalSource customers
Periodically reviews account activity with individual Customer Success Managers to ensure clients are being served to the company’s best practical ability. Addresses escalated issues and advise on how to manage issues that may arise
Grows, coaches, evaluates, and trains the Customer Success management team to meet company needs and objectives
Maintains account load balance and strategizes for scalable growth
Ensures proactive, effective communications between the Customer Success team and other teams within VitalSource and the larger Ingram organization
Ensures that account service agreements are articulated, understood, adhered to, and periodically reviewed
Works with product, marketing, support, and engineering teams to ensure account requests and concerns are regularly heard, prioritized, and, to the greatest extent practicable, addressed
Ensures that Customer Success team makes proper use of internal business systems, including CRM systems and internal communications systems
Ensures that Customer Success Managers maintain expected levels of client health and sees to it that new opportunities or lost opportunities are effectively communicated to the Sales team
Collaborates with marketing to produce presentations, marketing collateral, and other communications requested by or addressing needs of customers
Tracks customer revenue to understand overall health and to identify trends or events that would impact revenue
Has a vision for scalable customer success and support and works with product to meet those goals
7 years experience in a customer management and/or business development role
5 years management experience