Director, Customer Success ServiceSource
THIS JOB HAS EXPIRED Job Description:
Director of Customer Success
The success of ServiceSource is heavily reliant on the unparalleled retention, growth and delivery of results for its customer base. The Director of Customer Success will be a key member of the Customer Success organization responsible for strategically managing and expanding a portfolio of customer relationships. This leader will have accountability for customer partnerships, communicating regularly with customer executives to enhance satisfaction, defining and executing growth and retention strategies, conducting periodic performance and business reviews, setting and managing customer expectations, and ensuring ServiceSource is delivering against its customer business cases.
This leader must understand and effectively communicate the broader ServiceSource solution offerings of Renew OnDemand, Renewal Selling Services and Data Services. This individual will work closely with our customers and Inside Sales Management teams to make a direct impact on achieving the company?s aggressive financial targets.
At various times in the customer lifecycle this leader must be able to assume the role of a customer advocate, salesperson, coach, team player, and be able to operate with a sense of urgency, making on-the-fly decisions when necessary. The Director must be able to quickly integrate with the broader team and understand the unique offerings presented by ServiceSource to ensure the financial and operational targets are delivered for his/her respective customer portfolio.
ServiceSource is seeking a candidate who can think strategically and execute tactically. The ideal candidate will have demonstrated leadership in managing customer relationships for a managed services and or SaaS organization. He/she will be customer-focused, detail oriented, articulate and credible with the ability to instil confidence in the most demanding customer executives including senior leaders of Sales, Financial Operations, Services and Support.
The role requires a business-oriented executive that can execute an effective service and delivery strategy focused on results, performance, process and prioritization. The Director will bring methods, process and organization to the ServiceSource Customer Success function to help build new and expand existing services and Renew OnDemand revenue.
Developing Customer Success Strategies
Develop strategic customer playbooks including business case attainment approaches, action plans and organizational coverage structures to develop and expand relationships
Collaborate with customer executive sponsors and operational partners to prioritize attainment of our mutual business goals and success criteria
Identify key changes in the customer?s business which impacts ServiceSource?s delivery of service
Pro-actively engage customer and ServiceSource management teams to execute initiatives and sales strategies to ensure high levels of partnership satisfaction and retention
Developing and Managing Customer Relationships
Develop a Trusted Advisor relationship within the customer?s management team
Advocate the Voice of the Customer internally across all relevant ServiceSource business owners
Execute Customers for Life (C4L) strategies
Communicate business case attainment to customers and execute periodic reviews of success metrics
Provide updates to internal ServiceSource business functions on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and outreach requests
Delivering Service Performance Reviews (SPRs) and Quarterly Business Reviews (QBRs)
Drive the content development process and insights regarding performance and recommendations
Present SPRs/QBRs to customers and manage the follow-up actions
Expanding Customer Partnerships and Negotiating Renewals
Determine the renewal strategy, business case values, and options to successfully complete partnership renewals
Drive the creation, presentation and negotiation of renewal proposals
Facilitate the review of contract language with customers and ServiceSource?s legal teams
Create an environment that encourages expansion by making ServiceSource?s value visible
Qualifications & Experience
Demonstrated strength in managing and developing global customer relationships and strategically expanding new and existing customer partnerships to maximize ROI-based solutions and services revenues
Bachelors degree required and advanced degree is a plus
Strong relationship management and solution selling skills of complex technology services, SaaS, and managed services to industry leading companies
Proficient with desktop presentation and analysis tools (MS-PowerPoint and Excel)
Detail-oriented and collaborative leader willing to roll up his/her sleeves and get it done
Smart, dynamic, aggressive and strategic ? possesses intellectual horsepower
Strong executive presence and ability to instil confidence with customer executives
Excellent work ethic and integrity for their work
Ability to work effectively within a dynamic environment
Outstanding written and verbal communicator
Strong analytical skills
ServiceSource is the global leader in recurring revenue management. Renew OnDemand?, the only cloud application built specifically to grow recurring revenue, automates a highly valuable but typically manual business process. By leveraging big data to give companies a complete view of their customers, Renew OnDemand? and our proven services drive higher subscription, maintenance, and support revenue, improved customer retention, and increased business predictability.
With over a decade of experience focused exclusively on growing recurring revenue, our products and services are based on proven best practices and global benchmarks. Like a funded start up, our continued growth in our service business allows us to aggressively invest our software product.
||Nashville, TN |
THIS JOB HAS EXPIRED