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Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead a multiple functional team by setting direction based on organizational objectives, overseeing planning and successful execution.
- Build a high-performance, customer-centric culture around the core foundation values of our company.
- Define Team structure, hiring plans, and career development paths establishing clear goals and performance management frameworks with clear accountability.
- Provide input to the Global Leader for organizational planning and structure, budgets, and training.
- Own the customer lifecycle strategy, from onboarding to renewal and expansion; Develop scalable programs to drive customer adoption, retention, and growth and Identify opportunities to improve the overall customer experience.
- Be able to act as an executive sponsor for strategic customer accounts.
- Drive renewal and expansion outcomes across the customer base through close partnership with Sales on upsell and cross-sell strategies; Monitor and improve key metrics such as: Net Revenue Retention (NRR); Gross Revenue Retention (GRR); Customer Health Scores; Product Adoption.
- Bring Operational Excellence to play by Implementing scalable Customer Success processes and playbooks; Leveraging data and analytics to identify risks and opportunities; Improve forecasting for renewals and customer health and Ensure consistent use of CRM and customer success platforms.
- Help define and build an organization that excels in Customer Experience, employee programs, and operational efficiency; representing the voice of the customer within the organization.
- Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;
Requirements
What you’ll need- 10+ years of relevant experience managing customer-facing, business or technical teams in a fast-paced, dynamic environment.
- Experience in Cloud Based and Premise delivery models.
- Demonstrate success in implementing innovative value-add services and relationship management to Partners and Customers.
- Experience working with multi-national business cultures and global teams.
- 25%+ travel will be required.
- Excellent written and verbal communication skills.
- Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people.
- Experience in B2B SaaS Organizations.
- Negotiation and Conflict Management: ability to build consensus, trust, and relationships with internal and external stakeholders.
- Must be knowledgeable about Customer Care best practices.
- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements.
- Strong Customer and Partner focus and credibility; ability to engage at Director and C-level.
- Team builder: able to create a positive, high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial.
- Resilience and Perspective: ability to stay calm and operate effectively under stress.
- Experience leading leaders and managing managers, setting strategy, making decisions, and carrying accountability for multiple teams working to achieve one goal.
- BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience.
Benefits
Comp & perks- great benefits and perks like larger tech companies
- independence to make a larger impact on the company
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer lifecycle strategycustomer adoptioncustomer retentioncustomer growthNet Revenue Retention (NRR)Gross Revenue Retention (GRR)Customer Health ScoresProduct AdoptionB2B SaaSCloud Based delivery models
Soft Skills
strategic thinkingleadershipnegotiationconflict managementrelationship managementteam buildingresilienceperspectivecommunicationoperational excellence
Certifications
BS degree in Computer ScienceBS degree in Business Managementequivalent industry experience