Job Description
This role is responsible for implementing and overseeing a customer-first approach throughout the organization. They do this by developing and approving ideas to improve people, processes, and systems that directly affect the customer experience.
Duties And Responsibilities - Owning and driving customer value and adoption post-sales. Manage and grow a global organization including renewals, customer success, customer support and services.
- Working across the organization to define a clear client journey and optimize customer lifecycle management
- Define measurable customer success outcomes and establish processes to measure them across each part of the journey focused on churn reduction
- Lead M&A activity from an integration, change management and portfolio strategy perspective for all post-sales activities
- Drive adoption of cloud platform, help move all customers from on-prem to SaaS
- Be the voice of the customer in the organization and drive people, process, and technology improvements across each area. Based on interactions with customers – drive and prioritize improvements
- Enable cross functional collaboration by aligning departments with a customer-centric culture, creating a consistent and seamless experience by ensuring that all departments are unified
- Enable CX analytics, reporting, and forecasting on a weekly, monthly, quarterly, and ad-hoc basis at department and executive level
- Mentor and coach a high-performing team of (S)VPs as they continue to develop their functional expertise and leadership capabilities
- Other duties as assigned and required
Required Qualifications - High-Growth, Multi-Product B2B Software Experience
- Experience operating in a growing B2B software company with revenues of $500M+
- Experience operating in a complex, multi-product environment that has grown organically and through acquisition
- Track record of success in a global organization
- P&L management experience preferred
- Security industry preferred
- Customer Focused Functional Expert
- Proven track record in owning renewals, customer success, customer services and professional services
- Experience increasing NPS, reducing churn, and familiarity with best-in-class methodologies and practices
- Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics in a SaaS environment
- Proficiency with Salesforce.com and Gainsight Customer Success
- Ability to Build Scalable Process and Teams
- History of hiring, developing, motivating and mentoring customer facing and operations teams capable of setting and meeting ambitious goals. Experience managing geographically disparate teams
- Proven ability to set up and manage well-define metrics and KPIs to create a scalable and transferrable process across the business
- Data-driven decision maker; analytical and metrics focused with history of implementing customer strategies that impact ROI
- M&A Experience
- Successfully managed and led integration of teams, processes, and customers
- Platform integration experience
- Commercial & Customer Mindset
- Track-record of building and executing a customer-centric business strategy and successfully driving engagement and maximizing customer lifetime value
- Strong customer instincts and ability to identify both new and expansion opportunities
- Ability to champion the needs of customers, fighting for their best interest
- Outstanding Communication and Leadership Skills
- Collaborative leader with ability to partner cross-functionally and effectively articulate a clear vision and value proposition to customers, partners and internal teams
- Strong executive presence with the ability to set vision and strategy for customer experience at the national and global level and lead the organization through growth
- Ability to flourish in a team environment, be proactive and handle uncertainty and ambiguity
- Strong Gravitas with Executive Presence and Low Ego
- Empathy and understanding of others with an ear for customer value. High EQ.
- Dynamic and disciplined thinker with intellectual horsepower, and entrepreneurial spirit and a passion for making a mark in a fast-paced, growing environment
- Highest ethical standards, integrity, authenticity, credibility, and character
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