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Job Description
Role Summary:
This role is responsible for a team of technology touch account health monitoring directors and managers driving the ongoing attainment of satisfaction for customers. They act as internal champion & quarterback, coordinating the cross functional approach required for sustained customer satisfaction & growth. Key focus areas will include setting team priorities, managing team profit and loss to margin targets, developing and sustaining effortless tech touch customer journeys.
Essential Responsibilities:In this role, you will:
- Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
- Manage portfolio of Premier Acceleration Plan accounts toward optimal coverage targets.
- Enable an effortless post-sales high-tech experience with team’s portfolio of assigned accounts.
- Oversee tech touch campaigns and outreach plans within assigned portfolio of accounts to increase adoption/utilization of existing offerings, increased demand/consumption of new offerings, and improved overall satisfaction/health scores.
- Advocate customer needs/issues cross-departmentally and lead/resolve account escalations in a timely manner.
- Enable high-tech customer interactions in a manner that establishes credibility and trust.
- Monitor team performance on key metrics and create an inspiring organizational environment.
- Achieve margin targets in alignment with the Customer Success and Engagement strategy.
- Support enablement of post-sales customer lifecycle activities for portfolio of assigned accounts including training, professional services, technical support, renewals, expansion, and advocacy.
- Work with customer advocacy team to develop customer specific case studies and references to share successes.
- Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts.
Job Requirements
Basic Qualifications:
- Bachelor’s Degree from an accredited university or college in business discipline
- At least 10 years of experience in software or high tech marketing, commercial operations, sales, or service
- At least 5 years of experience in a direct customer facing role
- At least 5 years of experience managing direct reports
Eligibility Requirements:
- Must be willing to work out of an office located in Riyadh, KSA
Desired Characteristics:
- MBA or similar a plus
- Background in consulting or business development
- Familiarity or experience with customer success team
- General urgency in execution and tendency toward speed with ability to adapt and change
- Experience managing deep customer relationships (e.g. strategic account management or customer service)
- Strong empathy for customers and capability for enabling profitable growth
- Proven ability to influence through persuasion, negotiation, and consensus building
- Strong executive presence
- Strong business acumen including experience working in a B2B environment
- Strong verbal and written communication skills