Customer Success Director

Summary

Join Fairmarkit as a Customer Success Director and leverage your strong customer management skills to ensure customer renewal and growth targets are met. As a trusted advisor and coach, you will define, measure, and confirm the realization of our customers' business objectives and strategic outcomes through the use of our solutions.

Requirements

• 5+ years of enterprise customer success experience
• A proven track record of successfully carrying a quota in prior roles
• Prior experience in enterprise procurement, including an understanding of P2P solutions, processes, and workflows highly desired (SAP, Ariba, Oracle, Coupa)
• Experience with the development, execution, and ongoing analytical review of Customer Success plan performance
• Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with senior business leaders and end users
• A proven background in driving projects to completion, with a plus to Agile/Scrum experience
• Excellent verbal and written communication and in-person and virtual presentation skills
• Strong data analysis and reporting- experience with analytic platforms / data manipulation / spreadsheets
• Ability to work independently and to collaborate effectively across functions
• Experience in forecasting, negotiating, and closing subscription contract renewals and add on sales

Responsibilities

• Develop and maintain strong relationships at all levels within the customer organization
• Develop, deliver, and execute customer success plans that define key outcomes and measures for success
• Develop proficiency with all Fairmarkit solutions
• Execute against the defined Customer Journey playbook to support retaining and growing your portfolio
• Be the customer's key point of contact throughout the entire customer life cycle
• Drive customer adoption through training and change management best practices
• Be tenacious in identifying opportunities to deliver ongoing incremental value based on your deep understanding of customer's business, strategic goals, and use cases
• Monitor the adoption rates of assigned accounts; maintain alignment of customer use cases with their business objectives
• Maintain strong customer retention and growth rates aligned with Fairmarkit corporate goals

Benefits

Equal opportunity employer