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Sr. Director, Customer Success
Sterling
posted 3 weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Sr. Director, Customer Success is responsible for developing individualized customer strategies to retain and grow existing business. This role will support organizational growth by providing strategic customer direction, building and maintaining new and existing customer relationships, and working with the implementation team to ensure customer projects are executed consistently and meet mutually agreed-upon terms and conditions. Bring your talent and skill to a place where you are a trustworthy, contributing member of a high-functioning team working for a global leader in the industry.
While this role is 100% work from home, there will be occasional travel for training, team events and client support.
Responsibilities:
- Designing, developing, and implementing a comprehensive strategy and operating plan for the Customer Services and Account Management organizations in a global, rapid growth environment focusing on obtaining results, creating an exceptional customer experience, and deepening client relationships.
- Maintain, grow, and increase the existing businesss profitability and manage the assigned accounts strategic direction. In addition, aggressively expand revenue within the current Enterprise base customers.
- Meet or exceed standard business and sales metrics, including quotas, revenue growth, client satisfaction, and inventory workflow management.
- Create an effective revenue pipeline strategy and effectively manage the process to create the scale of opportunities necessary to meet targets within the existing customer base.
- Transform the current organization into a customer-centric, proactive, trusted advisor organization that uses a solutions sales approach.
- Demonstrate an understanding of the qualitative strategies and initiatives of the existing vital customers and articulate their companies goals, including understanding the performance metrics or KPIs that will be used to measure execution success.
- Utilize retention and upsell practices and benchmarking processes to drive operational efficiencies
What You Will Need to be Successful:
- Bachelors Degree or equivalent (MBA preferred)
- 5+ years proven experience and track record in sales account management, managing complex solutions and products for strategic National and or Global accounts with C-level relationship experience. With experience managing accounts valued at over $500K.
- 2+ years of organizational leadership Experience
- Ability to manage and lead effectively during times of organizational change and transformation
- Experience working in growth-oriented businesses within a competitive environment
- Excellent tactical execution skills and the ability to deliver results under pressure
- Strong understanding of process management, with the capability to innovate and improve process tools and conventions
- Skilled in crafting detailed, well-written communications and proposals for various stakeholders
- Willingness to travel up to 25% of the time
- Preferred-Entrepreneurial mindset with a proven ability to thrive in dynamic, fast-paced environments, optimizing and leveraging limited resources
Other Skills, Abilities, and Traits:
- Strong emphasis on teamwork, collaboration, and continuous process innovation
- Ability to influence others through clear and compelling verbal and written communication
- Strategic thinker with strong organizational, analytical, and problem-solving capabilities
- Skilled in building relationships and effectively communicating across all levels of the organization
- Diligent, resourceful, versatile, and adept at multitasking in a high-pressure environment
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Saturday
No travel
Day Shift
Sterling Benefits
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