Director, Customer Success

Careers

Director, Customer Success

The Director of Customer Success is an experienced Customer Success and Professional Services leader who plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Concentrix customers.

The Director of Customer Success needs an action mindset, are excited by the idea of quickly scaling and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.

Responsibilities

  • Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Results; hiring, training, and developing a world-class team
  • Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market, Emerging-market.
  • Build a global professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation projects.
  • Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects.
  • Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.

Requirements

  • A true love for customers
  • 10+ years of experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • Experience building and managing large (100+ employees) Customer Success and or Professional Services teams in a fast-paced, dynamic environment
  • Ability to move quickly and iterate
  • Technical and SaaS experience and an ability to speak to technical customers in their language
  • A strong strategic vision for the customer experience, professional services, and customer support
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Ability to communicate well with individuals, teams, partners and at industry level events
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate
  • Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skills

Concentrix is an equal opportunity employer and an E-verify participant. Concentrix considers qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, disability status or any other legally protected characteristic.

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