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Director, Customer Success Management
hace 2 meses
We're a global leader in customer relationship management, empowering businesses to connect with customers in a whole new way. Our mission is to help companies across every industry blaze new trails and improve the state of the world.
Job SummaryWe're seeking a highly skilled Customer Success Director to lead our strategy for Signature Success Plan renewals and growth across teams. As a key member of our team, you'll be responsible for fostering growth and excellence, aligning with Territory, Renewals, and Success Plan Sellers, and driving strategies for Signature Success Plan growth, renewals, and investments.
Key Responsibilities- Lead a team of Customer Success Managers, fostering growth and excellence, and aligning with Territory, Renewals, and Success Plan Sellers.
- Define priorities across your book of business and drive strategies for Signature Success Plan growth, renewals, and investments.
- Monitor and optimize engagement delivery and critical metrics for Signature customers.
- Work closely with stakeholders on capacity planning for Signature obligations.
- Monitor and resolve customer blocking issues.
- Expand the Signature footprint by aligning with Success Plan sellers and Sales leadership.
- Support the team with escalations and ensure all stakeholders are involved and aligned.
- +5 years work experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
- +2 years in Salesforce Ecosystem & Core.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Knowledge of software development process and design methodologies.
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
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