Senior Director, Customer Success

Summary

Join us as the Senior Director of Customer Success to lead and scale a best-in-class global Customer Success program, driving customer satisfaction and SLA performance. You will be responsible for leading customer success for your book of business, driving our customer success initiatives, and operating as an individual contributor first.

Requirements

• At least ten years of experience as a delivery leader in enterprise technology with solid business development skills (i.e., the ability to diagnose client needs and match them to Simbe solutions)
• Specific experience in selling enterprise technology and data services is required (particular expertise in retail/commerce is ideal)
• Proven ability to drive widespread and rapid deployment throughout enterprise accounts
• Effective at interacting with C-suite executives on key strategic issues
• Knowledge of delivery tools and techniques for hardware and software product development
• Demonstrated business development and sales capabilities
• PPM certification or equivalent project management skills
• General understanding of enterprise IT architectures and business processes

Responsibilities

• Be a leading voice in the vision and design of our Global Customer Success program across all continents
• Regularly meet and engage deeply with customers and product/delivery teams to ensure regular oversight of progress, quality, and overall customer satisfaction
• Oversee the strategy and planning for the entire customer lifecycle
• Map your clients’ decision-making process and influence that process to achieve rapid deployment
• Drive the plan to move early-stage customers from pilot to full deployment rapidly
• Ensure that customer issues, potential solutions, and recommended actions are captured and pursued to completion
• Ensure programs are adequately resourced and managed to deliver successfully
• Garner customer feedback to improve and innovate Simbe’s product offerings
• Use a data-driven approach to measuring deployment performance and growth plans
• Translate business objectives into an execution strategy and successfully execute the strategy
• Collaborate with the product and engineering teams to champion the needs of our customers
• Establishing straightforward ways of measuring and communicating customer progress
• Develop a deep understanding of the Simbe product and the retail technology landscape, with the ability to speak about everything from Simbe architecture to platform
• Create and iterate upon internal and external processes to ensure a strong foundation for scaling