Icertis
Customer Success Director
Remote | $87K - $165K
Qualifications
- 8+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership
- Flexibility around customer engagements and doing what is required to support the business
- Demonstrated experience managing and growing Strategic Accounts and expanding Sr
- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
- Desire to develop and lead talent in a collaborative team environment
- Experience aligning customer business problems and our solutions by understanding the platform landscape
- Ability to travel up to 60%
Responsibilities
- The CSD will be responsible for partnering across Icertis to advocate on behalf of our customers to drive solution adoptability, churn reduction, customer reference-ability, and NPS while ensuring executive alignment within our customers to understand and/or define program goals, challenges, to drive accountability and maximum value realization
- The responsibilities of the role are to ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals
- Drive high customer engagement that result in platform adoption, contract renewals, and revenue expansion
- Expand relationships with senior business sponsors to understand and execute against business goals
- Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented
- Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base
- Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
- Hire, Develop, mentor, inspire, and lead talent to meet their performance plans and their career objectives
- Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
- Develop tools and processes to accelerate customers adoption of and quantify value received from the Icertis platform
- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
- Work cross functionally with Icertis leadership teams to deliver customer success
- Proactively identify, forecast, and mitigate revenue churn
- Identify expansion and cross sell revenue opportunities within existing customers
- Demonstrate functional and platform expertise at customer and partner events
- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
Company information
