Customer Successes Director

The Vale of Glamorgan (Bro Morgannwg)
100000.00 GBP Annual
06 Nov 2019
11 Nov 2019
Contract Type
Customer Success Director Cardiff - Up to ??100,000 with some WFH/flexi working options
We're helping to scale the team for an award-winning security company based in Cardiff and looking for a Customer Success Director to take on a new role in the organisation, increasing value, retention, customer satisfaction and ultimately the expansion of company accounts.

What you'll be doing
This role will leverage deep business and industry knowledge to partner with customers and help them increase business value and ROI from their investment in the company's products. It's a new role in the organisation where you will look after a team of 5 experienced customer relationship execs who work with clients across the UK and Europe. Being involved from onboarding, you will align at C-level, building and maintaining strong relationships and responsible for helping customers achieve business value faster.

This is all about the customer experience looking at improvements to their processes including things like renewals, process improvements, marketing and sales to reduce customer churn as well as increase retention.

Working closely with Service Delivery and Sales teams, you'll be representing customer interests and working with the rest of the company's EMEA leadership team to build and execute strategic and day-to-day Operations plans.

Other responsibilities include -
* Navigate customer organizational structures to identify and build relationships with executives and stakeholders who define the company's strategic objectives.
* Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map product features and associated business benefits to address their needs
* Serve as a customer advocate in driving industry best practices and the evolution of product and platform functionality, courses and administrative services integral to the customer's success
* There will be some travel to the US and Europe as part of the role as well as some travel in the UK.

About you
We're looking for someone with a strong point of view and executive presence. Someone who is confident, but not arrogant, a great storyteller overall, its someone who can drive business value and work with clients as a trusted Advisor to add value and make sure they're getting the best out of products.

Ideally, you'll have an account management or customer engagement background within a monthly recurring revenue/service model. We want people who are passionate about customers with an in-depth knowledge of business processes (Sales, Marketing, Service, Support), business applications and process automation.

As this is a new role in the company, other things we're looking out for include -
* Proven experience in partnering with internal Service Delivery, Product, and Sales teams in delivering highly valued services to customers
* Process oriented, data driven, and capable of build and operate at-scale business
* Ability to quickly grasp and distinctly explain technological and business concepts
* Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
* Credible at C-level advisor and coach, especially around change management (cultural, technical or business)

We're not looking for someone who's brought in million-pound clients and moved on to the next big catch; we're looking for someone with a lot of experience Account Management, leadership, and most importantly building, maintaining and growing relationships with clients.

About them
Most places get free tea and coffee; however what else will you get?!
* Flexible approach to hours as well as some remote working (2-3 days a week after settled in role)
* Daily fruit delivery - because one does not live on coffee alone
* Free yoga classes
* Socials/Parties
* 25 days annual leave plus bank holidays
* Private healthcare
* Great pension scheme

Still here? Good!
For more details please apply for an initial call back regarding the role/your experience or call Jon for a confidential chat and more information on the role.

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