AVP, Customer Success

Overview

Job Description

The Director Customer Success is responsible for operationalizing the customer journey driving true value for the customer lead cross-functionally to drive customer success to achieve operational excellence and focus on increasing revenue while owning all elements across the customer experience and life-cycle.

Responsibilities

• Operationalize the customer journey including defining and overseeing the life cycle process and touch points and develop a strategy that delivers a differentiated customer experience ensuring alignment with strategic priorities.
• Drive alignment for customer renewals and expansion by partnering and developing relationships with sales and renewals to achieve growth goals and ensure effective adoption.
• Identify and document customer's business objectives in order to build a framework to facilitate adoption of the customer's solution and to achieve expected ROI
• Define and own key metrics for the team and support core metrics for the company
• Drive value for the customer by operating as the voice of the customer and provide internal feedback on how the Company can better serve customers
• Establish and assure leadership adherence to budgets schedules work plans and performance requirements
• Collaborate with senior management and executives to define and ensure success of department strategy
• Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
• Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees
• Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders
• Provide strategic influence to internal peers and industry groups
• Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team
• Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence
• Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 8+ years of experience in sales role or customer-facing role
• Minimum 6 years experience in prior management experience
• Demonstrated fiscal responsibility/accountability in managing budgets
• Superb problem solving critical thinking and analytical skills
• Superb collaboration skills applied successfully within a team as well as other areas
• Superb attention to detail
• Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Superb leadership sound judgement and business acumen skills
• Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Superb organizational multi-tasking and time management skills
• Superb facilitation and project management skills
• Superb customer service orientation
• Self-motivated with follow through and attention to detail
• Superb ability to handle sensitive information with discretion and tact
• Superb ability to establish rapport and gain the trust of others; effective at gaining consensus
• Able to thrive in a fast paced deadline driven environment
• Ability to coach mentor and provide feedback to team members in a timely manne
• Superb ability to develop use and deliver engaging informative and compelling presentation methodologies
• Ability to provide guidance and support to developing team members
• Sharp fast learner with technology curiosity and aptitude
• Proficiency with Microsoft Outlook or equivalent email and calendar software
• Superb business and technology acumen
• Superb company software technology knowledge
• Superb knowledge in selling or delivering IT Products/Services
• Up to 15% travel time required