Director - Customer Success - SaaS/Cloud Automation Platform

Client, a leading SaaS+Cloud Automation Platform company is seeking an experienced and detail-oriented individual to lead its Customer Success team.

Director, Customer Success is responsible for customer adoption of the automation platform. This person will ensure successful onboarding of customers to the platform, and their continued use of the platform to derive strong business value. This person will also drive revenue growth at existing customers, and will be accountable for customer renewals.

With very limited direction and oversight, the Director, Customer Success provides to the Customer Success team. He/She shall demonstrate strong project management, team management and quality of customer focused delivery skills, relying on extensive experience and judgment to plan and deliver on goals.

The Director of Implementation Services reports to the VP of Operations. The main objectives of this role are:

- Drive customer success and adoption

- Recruit, mentor, groom and manage a team to deliver world class results

- Work with the management team to define and execute customer growth strategies

- Understand customer needs and provide feedback to product management and development teams to influence product improvements

Additional responsibilities include, but are not limited to:

- Manage the tactical and strategic activities of the customer success team

- Drive revenue growth through expansion and renewals

- Proactively identify areas for process improvement, and lead and design and delivery of these improvements

- Measure, manage and communicate business value (ROI) delivered to customers

- Measure, manage and communicate to management and peers, the performance of the customer success team

- Orchestrate rapid coordinated action to respond to customer feedback

- Work with sales and marketing teams to build and communicate customer success stories and case studies

- Create culture of massive customer delight

- Achieve operational excellence

- Keep abreast of industry trends and best practices, market data and new product rollouts

Experience and Education -

- Candidates should have 15+ years business experience, of which a minimum of 6 to 8 years should be in consulting experience in systems implementation and integration, process re-engineering or a related discipline is required

- Demonstrated ability to manage more than half a dozen concurrent fast paced projects

- Demonstrated ability to manage multiple geographically disperse teams

- Proven customer management skills

- Demonstrated track record of delivering revenue growth in customer engagements

- Strong and proven ability to develop, coach and mentor team members

- Ability to foster and maintain strong, collaborative working relationships with internal stakeholders, resources, management, support staff, and third party vendors

- Ability to multi-task in a challenging, fast paced, matrix management organization

- Ability to make decisions based on a broad range of issues, within and outside the control of the day to day working environment

- Ability to provide strategic analysis and consult with senior leaders

- Ability to identify, define and execute upon opportunities for improvement and recommend alternative solutions to process inefficiencies

- Ability to solve a variety of problems typically with very complex scope using exceptional problem solving, analytical, and project consulting skills

- Ability to support pre-sales efforts and activities at existing customers and new prospects

- Responsibility for services revenue delivery, chargeability and managing sub-contractor resources to ensure profitable delivery

- Excellent communicator, influencing skills and negotiation skills to get customer and management buy-in on ideas and concepts

- Master's degree is preferred

- PMP certification is preferred