Senior Director of Customer Success

at  Burroughs Inc

POSITION SUMMARY

The Senior Director of Customer Success will be responsible for building and leading the new Customer Success function within Burroughs. This head of the Customer Success function will report to the Chief Operating Officer.
The Customer Success team is focused on guiding our customers through their journey with Burroughs. It is our responsibility to facilitate success for our customers, accelerate time to value, and a return on their investment. We do this by building a trusted advisor relationship with our customers at multiple organizational levels. The key metrics we focus on are business outcomes for customers, adoption, retention, and revenue and margin expansion.
The Customer Success team will plan and orchestrate the hand-off from the Sales team and design the success journeys for our customers. This head of the Customer Success function will help create a company-wide culture of customer success and customer value creation.

KNOWLEDGE, SKILLS AND ABILITIES:

• High integrity
• Ability to work effectively in a fast-paced environment where you define your world while working in it
• Open to wearing many hats to prepare to take on future roles with greater responsibility
• Problem solving and data analysis skills
• Strong communication skills
• Process improvement and documentation skills
• Developing and executing on strategies to grow revenue and reduce churn
• Highly effective with cross functional teams
• Strong communicator of value when engaging with customers
• Proven ability to put in place process and tools to ensure scalability and consistency
• Confidence leading and facilitating change management
• Proven track record for hiring and on-boarding employees

Preferred:

• Familiarity with implementing Customer Success platforms

EDUCATION AND EXPERIENCE REQUIREMENTS:

• 10 years of experience in the technology industry, with 5 years of Customer Success experience in a software or services company
• Prior people management experience
• Contemporary knowledge of Customer Success best practices, and their application
• Prior experience building a Customer Success function from the ground up. Ability to create and communicate the vision for the Customer Success function.
• Recognize patterns to be effective with process improvements and creation of process documentation and playbooks
• Experience reviewing contracts to set up the SLA governance and management (i.e. Large contracts with Enterprise customers, Managed Service contracts, or Outsourcing contracts)
• Has defined and executed renewal processes with both large customers and volumes of smaller customers
• Customer journey mapping experience
• Experience with industry standard recurring revenue metrics, such as Customer Churn and Net Dollar Retention
• Bachelor’s degree in business or related field of study

Preferred Experience:

• Project management experience
• Experience with Robotic Process Automation

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

• Requires use of typical office equipment such as a computer, laptop and cell phone.
• Most job activities take place during the regular workday, however, off hour response to field service escalations are required
  Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice