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Director, Customer Success (Remote)

Company: Vendavo
Location: Saint Louis
Posted on: January 16, 2022

Job Description:

Company Description

We collaborate with our customers like few others in our industry. That's how we help global businesses achieve extraordinary outcomes in driving predictable, profitable outcomes and growth, by combining the best technology, processes, and - most importantly - people.

It doesn't stop with unlocking opportunities for customers: We're committed to creating growth, opportunity, diversity, and inclusion for our employees, too.

Our team is growing. You will, too.

Job Description

This leadership position is a key to our emerging Customer Success team. This role will be responsible for defining and leading the strategic direction for how we curate our customer experience. This will involve cross-functional interaction with internal stakeholders or delivery teams and requires a balance of strategy and tactics. In so doing, this role will have a pulse on all the various aspects of and programs of the Customer Success team. This includes renewal management, executive engagement, churn risk assessment, customer loyalty, customer journey map, customer satisfaction and value realization. The leader of this team must work cross functionally in the organization to ensure delivery upon the customer expectations and be able to identify opportunities to improve on our customer delivery. This role will need to manage well through ambiguity and will require a self-starter with the ability to identify opportunities and then lead through to successful completion. This role will lead a CSM Optimization team to identify areas for improvement within the organization and will take steps to improve and evolve. This role will help create and nurture a culture which values an outstanding customer experience.

  • Focus on the Customer -- Forms active working relationships with customers by anticipating, analyzing, and responding quickly to opportunities, needs, and problems. Is passionate about building a structure which allows us to "know our customers", to fix those things that are not right, encourage others to do right by the customer, use our information systems to expedite our ability to assess risk and what our customer needs are to solve systemic issues.
  • Knows the Business -- Speaks up and acts with up-to-date knowledge of issues relevant to the organization, and business.
  • Drives for Results -- Sets standards of excellence and strives for improvement. Holds themselves and others accountable for delivering on commitments and demonstrates our Vendavo Values in their interactions with internal and external stakeholders.
  • Walks the Talk -- Builds trust, delivers on promises, communicates directly, respects other opinions, maintains confidentiality, and treats people fairly. Demonstrates consistency between words and actions.
  • Sound Judgment and Decision Making -- Makes effective decisions based on logical assumptions and adequate information; takes into consideration resources, constraints, and organizational values.
  • Fosters Teamwork -- Works with others both as a leader and a team member towards shared goals related to business objectives. Encourages the open expression of ideas. Demonstrates effective team management and leadership responsibilities including goal setting, coaching, performance management, resource allocation and project delivery.
    • Master's Business Administration degree is a plus
    • Bachelor's degree in Product Management, Business Administration, Sales Operations/Support, Development, Professional Services, Customer/Market insight or strategy, or related field.
    • Minimum of 7-10 years of enterprise B2B solution strategy or consulting work
    • At least 5 years work experience of using, deploying, developing, testing, or supporting commercial excellence solutions in a variety of business settings.
    • Ability to define problems, collect data, establish facts, and draw valid conclusions.
    • Must have a minimum of 5 years prior people management experience, able to mentor and guide less experienced workers in the workforce
    • Ability to influence and drive change at all levels of the organization and possesses experience working cross-functionally with multiple levels of stakeholders
    • Comfortable with ambiguity and ability to work in self-directed environment with high sense of urgency.
    • Strong interpersonal skills, be goal and performance oriented and be able to set priorities, establish work plans and provide specific management feedback.
    • Must be a team oriented, creative problem solver.
    • Willing to travel up to 40% or more as needed or required
    • Willing to work irregular hours as needed to support various global regions. (N. America or EMEA)
      Additional Information
      • Competitive base salary + bonus
      • Comprehensive health benefits including medical and dental
      • Unlimited paid time off
      • Flexible working hours
        All your information will be kept confidential according to EEO guidelines.

Keywords: Vendavo, St. Louis , Director, Customer Success (Remote), Executive , Saint Louis, Missouri

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