Customer Success Director

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Customer Success Director / Cloud Account Manager – Permanent - Middlesex

Salary: £60K - £80K base with OTE of £80K - £110K

Job Description:

* Rare opportunity for a Customer Success Director to join a leading provider of SAAS travel-tech solutions.

* We are looking for a natural leader to manage a team of customer success managers in the UK.

* In this role, you are responsible for all complete lifecycle of existing customer [post sale].

* The role involves management of the end to end customer experience to drive customer loyalty (renewals), Up-sell and NPS.

* Specifically, you will be leading sales activities in dedicated verticals and is leading an experienced and highly motivated team.

* The role requires a proven track record in Software / Cloud Account Management, excellent people management skills and a solid understanding of the trends and challenges of the market

The ideal background:

* The ideal candidate must be an accomplished senior sales leader or account director, with sound reputation, gravitas and a consistent successful track record of achievement in a complex matrix organization.

* You must have a profound experience in strategic account management, with the ability and credibility to engage the client’s “C-Suite”, winning their trust and consequent business, coupled with demonstrated experience.

* Local market and competitive experience is a plus

* Well-developed strategic skills to drive Account Management, Customer Satisfaction, Customer Life Cycle optimization, Renewals and go-to-market improvement.

* Proven track record in building and leading teams to achieve aggressive growth targets

* Demonstrated ability to work effectively within complex matrix organizations with the knowledge of how to successfully navigate issues with imaginative and winning solutions

* 8+ years’ experience in a Customer Success/ Client engagement (or Sales) role covering large, complex, international enterprises

* Min. 3+ years successful people management experience in the software industry

* Experience in Cloud Sales / Cloud Account management is a plus

* Proven track record of capturing and growing existing customers and market share in a profitable manner

Key tasks:

* Work with the global organization to help set the strategy for Client Engagement

* Locally adjust and apply that strategy to the UK market

* Heading a team of Account Managers

* Work closely with the Management Team, as well as Marketing, Sales, Pre-sales, Business Development and Professional Services teams to achieve targets like Customer Satisfaction and Renewals.

* Work closely with the Management Team, as well as Marketing & Sales and Professional Services teams to drive customer pipeline.

* Build trustful relationship to our existing customers (farming)

* Successfully orchestrate Importing your own knowledge and experience, knowledge of the market and personal network to develop and execute an effective long-term account management strategy and plan in the market.

* Ensure the overall quarterly performance of the entire team with respect to the goals / KPIs and targets (e.g. customer satisfaction, renewals) by acting as a supporter, coach or sparring partner for the team.

* Define and establish a trustful and long-term relationship to the entire EcoSystem

* Forster a learning culture, focused on high-performance, agility, creativity within the team. Recruit, develop, train and motivate a group of high achieving A-players, based on company’s’ values.

* Build a network of executive relationships across industry, community and business groups, and with key partners and customers
  • 1
  • Negotiable
  • None
  • None
  • CV-148873
  • Permanent
  • 0

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