About You

• As the Director of Customer Experience and Special Projects, you will play a pivotal role in shaping the future of our customer engagement strategy. Your primary responsibilities will involve creating a comprehensive digital Customer Success program, leading special projects that drive our strategic objectives, and focusing on retention, landing, and expansion efforts within our top 10% of global accounts. This role requires a dynamic leader who can innovate in the digital space, manage complex projects, and develop strategies to deepen relationships with our most valuable clients.

In this job, you will bring these skills

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the enterprise sector, collaborating with Global 2000, Fortune 500, and Fortune 50 clients.
• Demonstrated success in developing and implementing digital customer engagement strategies and programs.
• Experience in managing top-tier accounts, with a focus on retention and expansion.
• Over 10 years of managerial experience in Customer Success, Account Management, Technical Account Management, or similar fields within a global SaaS B2B technology, SaaS, or enterprise software company
• Possessing keen analytical abilities and a talent for turning both numerical and descriptive data into strategic actions
• Skilled in leading change management and enhancing business processes for optimization. 
• Proficient in steering both automated and personalized customer interaction strategies towards success, inclusive of resolving customer concerns and managing escalations. 
• Proven track record in creating and executing effective procedures - Builder type!
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Having led Partner Success teams is a BIG plus. Experience working with MSPs/MSSPs is a requirement.
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 25%)

Role Responsibilities + Deliverables

This position will be responsible for 3 main areas of responsibility:

• Digital Customer Success:  Design and implement a state-of-the-art digital Customer Success program that enhances our engagement model, leveraging AI technology to scale our efforts and drive meaningful outcomes for our customers
  
  
• Customer Experience:  Own the Retention and Expansion of our Top Accounts: Focus on nurturing and growing our top 10% of global accounts. Develop and execute account-specific strategies to not only retain but also expand our footprint through upselling and cross-selling initiatives, ensuring these key accounts receive exceptional value and service
  
  
• Special Projects:   Take charge of special projects that are critical to our strategic goals. This could range from implementing new technologies, entering new markets, or developing unique partnerships. You will oversee these projects from conception through to execution, ensuring they align with our overarching business objectives
  
  
• Cross-functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a cohesive customer journey and to leverage insights across the organization for program and project enhancements
  
  
• Team Leadership and Development: Build and mentor a highly technical team dedicated to executing the Customer Success program and special projects. Foster a culture of innovation, collaboration, and continuous improvement within the team.

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