Customer Success Director Americas SAP or Oracle ERP - based NYC Metro

 

Chronos Consulting's (www.chronosconsulting.com) client is a global leader in software testing Saas. As Director, Customer Success Americas, you will be responsible for meeting organizational goals and objectives as well as provide the strategic vision and leadership for the organization to reach and exceed the region sales and customer success goals and targets. 
 
     Primary responsibilities:
•Establish and accomplish organizational goals and objectives as well as provide the strategic direction and leadership for the organization to ensure the Customer Success strategy represents and supports business needs;
•Overall accountability for ongoing value delivered to a successful customer implementation, set the strategy, tools, and processes to lead a customer from successful onboarding to a full implementation and adoption of our suite and services
•Set targets, KPI’s and measurements of the group and ensure success in meeting them.
•Develop processes, procedures, and tools to achieve efficient work of Customer Success team;
•Manage the technical group to ensure the team is motivated, professional, educated, and meets their quarterly goals;
•Serve as an escalation point for customer issues within the region and drive specific resolution plans through completion;
•Oversee recruitment, development, and training of the customer success team employees;
•Establish working processes with all the departments
•Lead the voice of customer within the company 
 
     Required Experience/Skills:
•5+ years’ experience in leading customer-facing organizations
•Ability to manage influence through persuasion, negotiation, and consensus building
•Ideally combined background of post-sale and sales experience
•Strong empathy for customers AND passion for revenue and growth
•Thorough understanding of value drivers in recurring revenue business models
•Analytical and process-oriented mindset
•Demonstrated desire for continuous learning and improvement
•Enthusiastic and creative leader with the ability to inspire others
•Excellent communication and presentation skills
•Relevant Bachelor’s degree; preference for computer science or related degrees
•Experience delivering/implementing Enterprise Applications
•Technical Knowledge in ERP/CRM (SAP or Oracle) a MUST
•Travel: willingness to travel up to 30%
 
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