Director, Customer Success

Seismic   •  

San Diego, CA

Industry: Technology

  •  

5 - 7 years

Posted 167 days ago

This job is no longer available.

Description

RESPONSIBILITIES:

• Accountable for up managing multiple fast-paced implementation projects with financial services clients - up to 25+ at any given time
• Responsible for the renewal and expansion success of all assigned accounts. You ensure that the customer derives maximum value from their investment in Seismic, utilizes all of their licenses, identifies new opportunities, and collaborate with Sales to ensure growth and expanded footprint
• Partner with Solutions Engineers and Solutions Consultants to manage accounts and ensure success of new customer use-cases
• Work closely with the customer to identify a roadmap to success that drive measurable ROI, solve their current problems, and achieve their business goals
• Effectively network an account from the C-level down to the day-to-day operator in order to achieve successful execution of the customer’s business use-cases
• Develop a comprehensive understanding of the customer’s industry business challenges and objectives in order to effectively develop a Seismic-centric solution to address their needs
• Identify risks to the customer achieving their desired success and business objectives and mitigate accordingly
• Serve as a customer advocate in driving Seismic best practices into each desired use-case
• Develop and maintain long-term relationships with all key stakeholders in your account portfolio
• Develop references and customer success stories for the business
• Deliver satisfied customers to the Sales team throughout the contract renewal cycle, and assist with the renewal process, where necessary, in order to minimize customer attrition

QUALIFICATIONS:

• BA/BS Degree, preferably in a technical field such as CSE or EE (MBA or Advanced degree preferred)
• Minimum 5-10 years relevant work experience, with a track record of strong customer relationships and rapport
• Proven track record of revenue generation within assigned accounts
• 3-5 years of experience managing a P&L for an enterprise software company, either in Customer Success Management, Account Management or Professional Services leadership
• Expertise managing large complicated accounts and projects at the most senior level, specifically within financial services
• Experience with account portfolio planning and prioritization
• Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict
• Deep CRM or IT experience, preferably in a SaaS environment
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong knowledge of business processes and applications
• Familiarity with the database, application and network technologies used in Cloud computing
• Working knowledge of the Software Development Life-cycle (coding experience may be useful)
• Travel Approximately 10-20%