Remote Global Director of Value Realization

Summary

Join our team as a Director of Value Realization and lead our Customer Experience team to maximize value realized by every customer.

Requirements

• 5 + years of management consulting or B2B SaaS customer success experience, preferably within supply chain, procurement or transportation solutions
• 5+ years of work experience leading and directly managing client-facing teams
• Depth in problem solving
• Exceptional written and oral communications
• Executive presence, and the ability to work with decision-makers at customer organizations
• Experience leading large-scale business and organizational transformations with high-visibility outcomes
• Ability to build relationships and adapt approach/style to different stakeholders and personalities within complex business environments
• Ability to translate strategy, business initiatives, and abstract ideas into operational activities, key tasks, and accountabilities with little oversight
• Bachelor's Degree in Business Administration, Supply Chain, or in another field of study related to the industry required; MBA or other relevant Masters degrees a plus

Responsibilities

• Hire, develop and lead a world-class enterprise customer experience team
• Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal and expansion of your customer portfolio
• Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
• Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers
• Partner with Product Management by aiding the development and growth of existing and new products for our customers
• Provide operational oversight of the business to deliver on targets and KPIs
• Establish executive-level customer relationships with our most strategic customers
• Inspire and drive a company-wide culture of Customer Value Realization, creating a strong culture that fosters customer advocacy
• Continuously assess performance, research and develop new capabilities, and systematically apply learning and knowledge to the team
• Mentor, train, and oversee a team of Customer Success Managers, ensuring they are creating raging fans by leading customers on their Value Realization journey

Benefits

100% Remote Position