Sr Director, Customer Success ServiceSource
Sr. Director, Customer Success
The success of ServiceSource is heavily reliant on the unparalleled retention, growth and delivery of results for its customer base. The Sr. 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 be responsible for taking ownership of key global customer partnerships, communicating regularly with customer executives to enhance satisfaction, defining and executing 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 Services and Data Services. This individual will work directly 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 and have the ability to instil confidence in the most demanding customer?s executives including senior leaders of Sales, Financial Operations, Services and Support. The role will require 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 playbooks for customers including the approach, action plans and organizational coverage plans to develop and expand relationships
Develop and maintain a 6-9 months rolling calendar of key customer events
Identify key changes in the customer?s business which impacts ServiceSource?s delivery of service
Understand contracts and implications
Ensure high levels of customer satisfaction and retention
Developing and Managing Customer Relationships
Set and manage customer expectations
Develop a Trusted Advisor relationship within the customer?s management team
Enforce scopes of work when new requests are beyond the contractual commitments
Advocate customer POVs internally with ServiceSource executives
Facilitate transition of customer relationships from Outside Sales
Execute Customers for Life (C4L) strategies
Communicate business case attainment to customers and gain customer acknowledgement
Proactively review and communicate various booking scenarios with customers
Execute periodic reviews of the scope of services - contracted vs. delivered
Communicate renewal volume opportunity shortfalls and work to resolve with customers
Manage investment decisions (i.e., out of scope charges)
Engage in customer's budget planning cycles to ensure ServiceSource?s partnership continuance
Provide valuable updates to inside sales delivery and other ServiceSource organizations on customer perspectives, risks, strategic insights, issue resolution activities, ServiceSource executive briefings, and outreach requests
Delivering Service Performance Reviews (SPRs) and Quarterly Business Reviews (QBRs)
Drive the content development process
Update ?standardized? SPR presentations
Collaborate with inside sales deliver on insights regarding performance
Deliver SPR to customer
Follow-up on open items from SPR
Develop and deliver QBRs
Expanding Customer Partnerships
Support Outside Sales expansion efforts
Create an environment that encourages expansion: Make value visible / Multi-level coverage
Coordinate with Outside Sales on which contract renewals will be managed by Customer Success vs. Outside Sales
Evaluate financial impacts of potential re-pricing scenarios
Build, deliver and negotiate renewal proposals
Complete legal review of any revised contract language
Assisting Outside Sales on New Customer Acquisitions
Support Outside Sales on ACV growth initiatives including customer executive introductions and quantifying potential performance and value
Advocate ServiceSource technology solutions adoption and growth of Renew OnDemand value proposition
Supporting Implementations and Ramp
Implementation: Confirm SOW and success criteria for launch with customer
Ramp: Identify gaps in initial sales performance to projected business case; and communicate with customer about ramp effectiveness, status and any gaps to business case
Providing Benchmarking and Best Practices
Deliver benchmarks and best practices to customers
Managing Customer Invoicing
Resolve invoicing issues
Executing Save Plays
Execute Save Plays
Track and report Save Play progress
Candidates should have a demonstrated strength in managing key customer relationships and strategically expanding new and existing customers to maximize ROI-based solution and services revenue with sophisticated customers. This individual should also have a strong background in service delivery, sales and technology.
Bachelor degree is required.
Strong relationship management and solution selling skills.
Willing to roll-up the sleeves and get it done.
Smart, dynamic, aggressive and strategic (has intellectual horsepower).
Outsourcing and/or Technology Services sales and delivery experience.
Knowledge of complex markets and issues.
Strong executive presence and ability to command respect (internal and external).
Ability to work effectively within a dynamic environment.
Good communicator with the ability to articulate a strong value proposition.
Attention to detail and high level of accountability are imperative.
Self-starter who can set and manage priorities.
Ability to manage relationships across geographies.
Considered to be a strong coach and motivator.
Has strong work ethic and integrity for their work.
Strong analytical skills.
Proficient with desktop presentation and analysis tool (MS-PowerPoint and Excel).
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.
ServiceSource is headquartered in San Francisco and manages over $9 billion in recurring revenue for the world?s largest and most respected technology companies. Check our customers. ServiceSource renews a customer contract every 47 seconds through engagements in more than 150 countries and 40 languages.
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