Job Title:

Global Director of Customer Success

Department(s):

Client Services/Sales

Location:

Remote

Travel Required:

Travel Required

Position Type:

Exempt, Full-Time

Reports To

SVP Customer Success

 

 

General Objective:

Responsible for delivering world-class customer service and account management for VCloud clients. Focus is on growing revenues. The Global Director of Customer Success holds a fluid portfolio of clients and is responsible for client retention and selling new solutions and services. Works with the Program Manager in the design, implementation and oversight of client projects. Ensures that client goals are met.  Oversee all activities and communication internally and externally. Responsible for managing assigned support staff.  The aim is to provide a strategic approach to how we service all our clients.  Working with Program Managers, Operations team and department heads, the Director of Customer Success will make recommendations on how to raise the level of  VCloud’s services to our clients. The Director of Customer Success has a responsibility to understand all facets of assigned accounts and projects and should be able to consider client and VCIoud’s issues at a strategic level.  Whilst the Director of Customer Success may have accounts that they are directly responsible for, he/she is expected to manage, coach and mentor other Customer Success Managers, direct reports and other subordinates.

Job Description

Role and Responsibilities

  • Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  • Manage Customer Success Activities: Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell
  • Foster collaboration within team and across customer lifecycle

Qualifications and Education Requirements

  • At least 3-5 years professional solution selling experience in technology sales 
  • Proven ability to provide excellent customer service
  • Successful experience at account development and large account management 
  • Excellent communication skills and social perceptiveness 
  • Excellent presentation and negotiation skills 
  • Proven ability to excel in relationship selling 
  • Self-driven, motivated and results oriented 
  • Proven sales cycle management skills 
  • Bachelor's degree or equivalent business experience 
  • General knowledge of or technical aptitude to learn telecom, reporting, and Web/Internet technologies 

 

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