Sr Director of Customer Success

Job Description

Job Description

We’re currently looking for a Sr. Director of Customer Success to serve as the primary point of contact for customers. You will assume overall customer adoption responsibility and act as a critical issue management role.

The Customer Success organization is hyper focused on building and growing existing relationships with our customers.

Key Responsibilities

• Develop a trusted advisor relationship with customers and executive sponsors to drive services adoption and ensure they are using the solution to achieve full business value.
• Partner with internal Simeio team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Simeio Services.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
• Conduct periodic customer health-checks. Present monthly and quarterly business reviews in conjunction with delivery teams
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas
• Engage consistently with customers throughout the customer journey to ensure alignment on actual vs. expected outcomes especially during the customer on-boarding and value actualization stages.
• Continuously assess the health of the customer and diagnose the issues as accurately as possible to develop and execute get-well plans when an account is un-healthy.
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account by upselling products and services.
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organizations.

KPI’s :

• Revenue Retention for individual assigned account portfolio.
• Expansions and growth of client relationships.
• Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Qualifications

• 15+ years of customer success experience in SaaS organization.
• Good knowledge and experience in Identity and Access Management (IAM) and Security space
• Extensive experience in consulting and implementation of IT systems preferably cloud service and / or identity management.
• Willingness to be a hands-on contributor. Excellent communication skills, presentation skills especially to C-level, including issue tracking, triaging and crisis management
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
• Bachelor's Degree or Equivalent Experience
• Available to travel up to 25%

Simeio is an equal opportunity employer. If you require assistance with completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to any of the recruitment team at [email protected] or +1 404-882-3700.

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