Client Success Director (R-19218)

Essential Key Responsibilities

• Serves as the primary post-sale point of contact for clients
• Work as a Trusted Advisor to provide strategic guidance and a path to value with clients
• Actively manage a portfolio of assigned accounts so that clients may achieve their positive business outcomes
• Responsible for all post-sale activities as part of the clients’ journey, including business outcome planning (ROI) and conducting Quarterly Business Reviews (QBR) with key decision makers
• Use in-depth knowledge of client industry and/or business processes, deep knowledge of the product(s) being sold and technical expertise to drive and increase adoption and utilization and ensure a successful renewal
• Contribute to revenue expansion and retention by identifying and addressing renewal risk and product adoption roadblocks as well as identifying opportunities for growth
• Monitor client usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success
• Coordinate with implementation teams to ensure solution delivery meets or exceeds contracted SLAs and KPIs
• Are the internal voice of the customer by proactively working with cross-functional teams to channel client feedback and problems into enhancements and solutions
• This role is intended for a professional who has wide-ranging experience

Education and Experience

• 15+ years of relevant experience
• Bachelor's Required
• Master's Preferred

Additional Skills and/or Certifications

• Minimum of 15 years in a post-sale client management experience leading a portfolio of high-touch enterprise and/or strategic accounts
• Has technical acumen to understand and connect the clients’ business goals with our product abilities
• Highly articulate with excellent business communication (verbal and written) skills and presentation skills suitable for a global corporate environment
• Experience in working with complex, multi-divisional, multi-geographical customers
• Experience working with cross-functional teams (Product, Sales, Support, Ops)
• A bias for action
• Possesses excellent MS-Excel, MS-PowerPoint and MS-Word skills
• Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholder, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs