Director, Digital Transformation

at  ValGenesis

In this important individual contributor role, you will be a key part of the Customers Success and Growth team at ValGenesis. The Director of Digital Transformation will collaborate with Strategic Account Partners to create Account & Opportunity Plans to ensure adoption, protect retention, and drive upsell and cross-sell opportunities with our strategic customers. You will leverage your deep industry domain and subject matter expertise to champion customer-centricity, lead customer advocacy initiatives, foster collaboration across teams, and contribute to creating exceptional experiences for our customers. At the direction of the VP, Customer Success & Growth, you will work cross-functionally with multiple departments including Sales, Customer Success, Marketing, Product Management, Quality, Engineering and Customer Technical Support to establish robust feedback channels, drive actionable insights and inform how we improve our overall customer retention, growth and experience. This position will not carry a Quota, but portions of the Director’s time may be billable to the customer, requiring completion of tracking time for billable hours. We are open to hiring in EMEA or USA.

• Partner closely with Strategic Account Partners to create Account & Opportunity Plans to ensure adoption, protect retention, and drive upsell and cross-sell opportunities at strategic customers
• Contribute to devising and leveraging “sell-with” strategies and initiatives in coordination with Strategic Account Partners
• Collaborate with Customer Success to ensure appropriate ValGenesis resources are engaged at each stage of the customer lifecycle so that our solutions deliver the business value expected
• In coordination with Customer Success, monitor and manage customer health, identifying churn risk, devising course-correction plans, and other tactics to ensure customer retention.
• Build relationships with Strategic customers, key Partners and industry thought leaders
• Utilize a consultative planning & problem-solving approach to deeply understand our Strategic customers’ business issues and key business metrics
• Become embedded at our Strategic customers, viewed as a thought-leader who can facilitate business improvements and drive change
• Leverage customer insights to position ValGenesis solutions as enablers to solving customer issues and meeting their business objectives
• Engage to identify and remove barriers to adoption, define a rollout plan and resources needed to expand ValGenesis’ footprint through land and expand (upsell) initiatives and cross-sell initiatives
• Be a key contributor to the discovery process to ensure that digital business transformation services match client needs
• Contribute to developing repeatable, engagement-style Offerings that can be leverage at customers in both billable and non-billable scenarios
• Keep apprised of ValGenesis’ growing portfolio of solutions to support cross-selling initiatives at our Strategic customers
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.
• Be a change agent for Strategic customers by sharing product release and roadmap information, helping them understand new features and enhancements and assessing how new and improved solutions can deliver more value to our customers
• Lead the Customer Technical Support team as needed to drive resolution of high-impact product issues in the customer environment and enable internal teams to deliver solutions as needed to maintain customer confidence in our products’ capabilities.
• Develop and share best practices with team members to continually improve the quality of service offered.
• Support industry events, conferences and speaking engagements, positioning yourself and ValGenesis as a thought leader in validation software.
• Understand our Partner ecosystem and make recommendations for Partner engagement at Strategic customers