Associate Director - Customer Success - IT

ASSOCIATE DIRECTOR

The Associate Director, Customer Success is a key managerial role at Client. In this role, you will lead a team of Customer Success Managers and manage a specific book of business. You will ensure that Client customers make the best possible use of the Client platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.

What You Will Do:

- Empower Client customers to improve their end-customers digital experiences and achieve business objectives through the adoption of Client product

- Develop a deep understanding of customer needs and be able to tie them to specific Client use cases, product features, benefits, and value propositions - and ensure your team knows how to communicate them effectively

- Understand Customer's current Client implementation and ensure maximization of business value realized by the customer through consultative support, training and configuration optimization

- Be a customer advocate within Client providing feedback to engineering teams to develop / identify new features & products

- Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Client advocates to generate new business

- Serve as the internal voice of the customer and advocate for your clients needs (services, support, product management, executive alignment)

- Manage and track key performance indicators (KPIs) in Gainsight including renewal and expansion commitments to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives while achieving targeted renewal rate

- Identify opportunities for customer references and case studies

- Lead a team of high-performing Success Managers

Who You Are & What Makes You Qualified

- 10 years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization

- Deep product management or product evangelization experience with the aptitude to learn new products

- Comfortable in engaging senior executives in strategic discussions and lead

Executive Business Reviews

- Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Twitter, YouTube, Instagram, Flickr, blogs, G+, LinkedIn, wikis, RSS, social bookmarking, discussion forums and community software)

- Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)

- Excellent English written and verbal communication skills

- Passion for solving client challenges and commitment to client delight

- Bachelors and/ or Masters degree from a top college or university

- Flexibility to work with our customers in North America in their time zone

- Proven ability to coach, mentor, and develop individual contributors

- Naturally curious, with excellent critical-thinking skills

You Know You're Successful if....

- The depth, breadth, and frequency of customer platform adoption starts strong and keeps climbing

- Accounts renew with us year after year

- Customers add new licenses, modules, and services to their package

- Stakeholders give positive scores and participate in Client events and case studies

- Your product knowledge makes you a trusted advisor both internally and externally