Director - Customer Success - IT

Role Description (Roles & Responsibilities):

1. Establish and manage loyal relationships with key stakeholders

2. Form strategic account plans including areas for improvement, opportunities and action items Genuinely care about client challenges and successes and able to demonstrate creative thinking and problem solving skills to help client overcome challenges

3. Develops customer account plans for customers by leading a joint company/customer planning process that identifies relevant customer needs, prioritizes initiatives and company investments, and establishes a clear action plan for success

4. Identify opportunities for client to increase usage of the current product as well expand to new products offered by Company

5. This position will manage multiple stakeholders and accounts under operations.

6. Directly responsible for leading a team of Technical Account Managers to ensure continuous improvement in CSAT which should result in increased retention & Referenceability.

7. Owns and leads the customer engagement and delight roadmap. This position commands the ability to influence all product lines by creating a Voice of Customer program and help in defining Product roadmap through aggressive Market and customer listening.

8. Proactively manage customers- satisfaction and service delivery by anticipating potential service problems, and monitoring satisfaction