Director, Customer Engagement

at  Showpad

ROLE RESPONSIBILITIES:

• Hire, retain and develop multiple high performing teams.
• Coach five experienced Principal Customer Success Managers to be positioned as trusted advisors and subject matter experts for Key Accounts.
• Support one leader and two instructors on the Customer Education team to build out customer training courses and learning paths to drive product adoption, retention and value realisation.
• Lead the Community Manager as they build The Rev into the #1 Revenue Enablement destination for customer support and advocacy through digital events, KPI measurement, internal collaboration, best-in-class moderation, and efficient platform management.
• Build personal relationships with our most strategic customers, meeting face to face and helping them connect Showpad-driven outcomes to business value.
• Own the definition, measurement, and response plan of our customer health score program, often executing the response through the broader GTM teams.
• Establish measurable goals and KPIs for Key Accounts, maximising value realisation via product adoption and agreed upon mutual success plans.
• Launch a paid customer and partner certification program that measures Showpad & Sales Enablement knowledge and develops and supports a robust partner network.
• Assign, define & maintain the Exec & Product Sponsor activities within Key Accounts.
• Serve as a point of escalation for customers - advocating internally to pull in resources where appropriate.
• Inform our product roadmap and vision by driving the product feedback loop for trends and insights from our customers.

YOU WILL BE A GOOD FIT FOR THIS ROLE IF YOU HAVE:

• Confidence in your ability to convert the concept of customer delight and happiness into objective measures (Think NPS, CSAT, and Customer Health Score).
• Energy to be on the road, in the field, and in front of customers for one-to-two weeks every month.
• Experience leading teams who strategically support, sell to, or build long-term relationships with Enterprise accounts, with a watch me/follow me attitude regarding extensive account relationships.
• Interest in leading a flat organisation, being close to the action and in the details.
• Strategy to deliver customer delight and success through a digital community.
• Passion for driving customers to embrace use of the enablement technology in alignment with Revenue KPIs.
• Operational excellence balanced with an eye for the art of customer engagement.
• Vision to build a new industry-leading CX function at Showpad.

Reporting into the Chief Revenue Officer and sitting on the Revenue Senior Leadership team, the Director, Customer Engagement is a global leader, responsible for the people and programs across Showpad that foster customer delight, success, and happiness. In this new role leading the Key Accounts and Customer Education teams, and owning our customer community The Rev, the Director, Customer Engagement will own the full spectrum of customer health, and drive the Showpad customer engagement strategy.

• The Key Accounts team manages Showpad’s largest Key Accounts. The Director, Customer Engagement will coach the Principal CSMs on their account strategies in addition to partnering across Account Management, GTM and Product Leadership, and the Executive team to ensure these customers see maximum value from their Showpad investment and continue to grow with us. These are our largest accounts, and this person will have a personal connection with every single one of them.
• The Customer Content & Education team equips customers and partners with knowledge and skills to maximise the value of Showpad in their organisation. They empower Admins at scale through effective and engaging learning experiences that will help improve product adoption, customer satisfaction, and retention. The Director, Customer Engagement will lead the strategy, ensuring all content is aligned to the product roadmap and optimised for customer needs.
• The Rev is a vibrant and supportive community around the Showpad’s products, providing valuable insights to internal teams, and contributing to customer retention and satisfaction. The Director, Customer Engagement will own and define our community strategy, our execution of that strategy, and the measures and metrics that prove value and impact to our customers