Director – Customer Success - Cloud Services

The Director of Customer Success will be responsible for leading a small team of Customer Success Managers. Duties will include, but are not limited to, strategic planning and direction, performance management (strong focus on coaching), customer relationship development including opportunity renewal, process optimization and overall customer satisfaction. This role will focus on enhancing the customer experience and fostering account relationships through success plans designed to meet customer strategic objectives and deliver a unique personalized customer experience.

Key Responsibilities and Essential Job Functions 

Create and Adopt Strategic Initiatives    

• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer an advocate.  
• Identify and develop best practices for CSM processes and make recommendations for improvements.  
• Understanding of customers business and needs to drive their success.  
• Identify, develop, and realize new opportunities for expanding your customer’s business volume.  
• Uncover and know any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.  
• Partner with key departments to ensure programs are meeting short-term goals as well as long term customer growth initiatives.  
• Develop strong relationships with key decision makers, influencers, and day to day contacts. 
• Evaluate the performance of each customer from an account management and account segmentation perspective.  
• Set customer standards and strategy for each account which results in meeting our budget(s), forecasted bookings, ROI, customer satisfaction, and adoption of the company platform and vision.  

Develop and Manage Talent

• Identify the skills and performance criteria necessary for achieving success across a variety of roles and manage staff to meet and exceed those standards.   
• Provide the evaluation and feedback necessary to coach performance to high levels of output.   
• Bring energy and passion to the organization and create an atmosphere where people strive to succeed and set an example of passion, energy, vision and leadership that motivates the team to the highest performance.  

Drive Contract Renewals & Mitigate Churn

• Create the reporting, training and processes to ensure that Flexential is over-achieving on our net retention objectives.   
• Ensure your team is engaging with customers that have upcoming renewals to outline strategic plans that ensure we are preserving and growing our contracts.   
• Manage to a quarterly churn budget for your CSM’s by creating and executing plans and tactics to ensure we are meeting our budget.  
• Creating Scalable Processes and Artifacts  
• Provide your team with the appropriate team standards, methods, and procedures that support the delivery of optimal service.   
• Perform other duties as required and assigned.            

Required Qualifications  

• Bachelor’s degree.
• Strong analytical and problem-solving skills, must be able to think critically and make quick decisions.
• Technical background with 5+ years of experience with Colocation, Cloud and/or Managed Services. 
• 5+ years as an Enterprise or Manager of Customer Success with demonstrated exceptional verbal and written communications capabilities. 
• Experience breaking down ambiguous problems into manageable components and driving resolution. 
• Ability to grasp customers’ needs and requirements. 
• Track record of building relationships and collaborating at all levels within an organization including C-Suite. 
• Experience with process and policy improvements. 
• Demonstrated ability to manage multiple initiatives at a time while paying rigorous attention to details and deliver results, such as driving resolution, customer satisfaction, retention, and expansion. 
• Practical knowledge of MS Office, Service Now, Salesforce.    

Preferred Qualifications 

• 10+ years in customer facing roles (Sales, Account Management, Customer Success, Customer Service).
• 5+ years in management.
• Salesforce.com experience.
• Service Now experience.

Base Pay Range: The annual salary range offered for this position is estimated to be $140,000 - $160,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications. 

Variable Pay: This role is eligible for commission. The expected annual commission target is $50,000 based on achievement of targets and other performance indicators.

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