Director - Customer Success - IT

- The Account Director-Customer Success will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. The incumbent will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload.

- Take ownership of customers' operational needs and steward throughout the organization as required.

- Identifying and recommending resolutions to all Customers' issues enabling the Customer to place 100% of Customer business on the Company's products and Services.

- On-going support for advanced or escalated questions/issues/problems.

- Continuously seek opportunities to increase customer satisfaction and deepen client relationships, revenue, profitability, and loyalty.

- Act as a product expert and assist clients in achieving maximum ROI through consultation, training, and analysis for the Company's customers including but not limited to:

- Being a Subject Matter Expert on assigned products and services.

- Post-training assessment review and recommendations.

- Communication of all system enhancements.

- Prepare clients for upcoming releases and ensure they are current on available functionality and how it can meet their needs.

- Adherence to Internal and Industry Risk and Compliance rules and responsibilities.

- Responsible for assuring the Company's compliance with its obligations under the Partner

- Agreement and the Service Level Agreement as it relates to his/her customers.

- Maintain an understanding of the market and industry dynamics, including applicable regulations.

Project Management:

- Develop and document high-level strategies for accomplishing specific project objectives.

- Support project team members, manage change and conflict, and develop resource planning estimates to manage project workload and productivity.

- Build client relationships, discuss delivery of services, improve communications and set expectations by coordinating contract deliverables, and meeting and exceeding expectations by anticipating client's needs with a proactive approach.

- Review and recommend changes to Business Process Flow as appropriate to maximize the efficiency of the application and functionality.

- Develop project implementation plans and timelines for multiple complex orders in conjunction with the Sales team and the customer.

- Ensure CSATs and NPS score are maintained

Assisting Sales Team:

- The CSM must be a leader dedicated to exceptional results and effective management to deliver quality service while partnering with cross-functional teams. Ongoing effort is required to continually meet and exceed the client's expectations. The position requires a keen sense of organization to create, maintain and file written documents with the appropriate level of detail required to provide the information that is expected of the audience to which the communication is intended.

IDEAL EXPERIENCE:

Education Qualification:

- Bachelor's/Master's degree or equivalent education and/or work experience preferred.

Preferred work experience:

- 10-15 years' experience in supporting or managing clients. Preferably clients utilizing business software, particularly in a web-based, SaaS environment.

Expected Skills:

- Proficient in MS Office programs, including: Outlook, Word, Excel, and Project. Advanced Project Management skills that demonstrate understanding the concepts and principles of project management tools and processes, with the ability to manage critical situations.