Key Responsibilities:

Adoption:

• Develop and implement a scalable and repeatable customer success program for both existing and future customers, optimizing the utilization of various post-sale teams.
• Establish an operational methodology and delivery process centered around customer success.
• Act as a key member of the executive team, fostering meaningful customer-oriented dialogue across executive leadership.
• Serve as the vital link between customers and internal teams, including services, sales, engineering, and product.
• Enhance communication of customer feedback to the services, engineering, and product teams.
• Align with other executives to define key customer KPIs and metrics.
• Define operational metrics for the customer success organization.
• Oversee the development of time, event, and value-based prescriptive delivery playbooks throughout customer life cycle stages.
• Lead voice of the customer initiatives, including customer effort score (CES), customer satisfaction (CSAT), and Net Promoter Scores (NPS).
• Oversee the design, development, and execution of customer journey maps with internal stakeholders, customers, and partners.
• Serve as a thought leader in the customer success industry.

Retention:

• Develop and implement reference programs, case studies, and a retention marketing strategy.

Expansion:

• Assess, design, and develop a customer success portfolio, including monetized service offerings.
• Evangelize the portfolio both internally and externally, aligning premium service offerings.
• Collaborate with key internal stakeholders in the development and launch of go-to-market programs.

Education and Experience:

• BA/BS degree in Business, Marketing, Finance, or Computer Science.
• MBA or advanced degree is a plus.
• Proven experience in building presentations for the board of directors and speaking to C-level executives.
• Over 10 years of experience in software or technology customer success management, account management, and/or professional services.
• 7 to 10 years of experience managing interactions with high-level senior management of customers and internal cross-functional organizations, including sales leadership.
• Strong ability to build cross-functional working relationships and make honest assessments of needed improvement areas.
• Expertise in helping teams position value statements with C-level executives.
• Excellent planning, time management, communication/negotiating, decision-making, presentation, and organizational skills.
• Proactive, hands-on individual able to command respect through leadership, intelligence, hard work, and presence.
• Highly self-aware, transparent, collaborative, and open to feedback.
• Experience with customer success platforms such as Salesforce, Zendesk, Jira, Qualtrics, Medallia Strikedeck, Totango, and Gainsight.
• Willingness to travel up to 30%.

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The salary range information provided, reflects the anticipated base salary range for this position based on current national data.  Minimums and maximums may vary based on location.  Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors.  In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: 

• Comprehensive Medical, Dental and Vision 

• 401K with Matching 

• Flexible Time Off 

• Corporate Fitness Program 

• A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder’s inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.