Customer Success Director
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Customer Success Director
Austin, TX
Job Description/Summary:
The Customer Success Director maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship and strategy management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in driving key accounts and growing client relationships is required.
Primary Responsibilities:
- Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
- Build, leverage and sustain relationships with customers and internal cross functional teams to maximize success
- Create, execute and oversee account plans to track customer opportunities, activities and projects and ensure engagement by appropriate parties throughout
- Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
- Leverage company resources and executive relationships to win the business as a team
- Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
- Accurately forecast and achieve revenue goals by identifying up sell opportunities based on needs of the customer or new production rollouts
- Effectively articulate value propositions, create interest and generate excitement through customer presentations
- Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction
- Inform and report account status up to Senior and Exec staff
- Identify creative solutions for strategic accounts
- Inspire others
Key Qualifications and Requirements:
- Self starter with a drive to succeed
- Proven partnership building skills with an ability to grow and nurture executive and decision-maker level relationships
- Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s)
- Superior active listening skills are required
- Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
- Excellent analytical capabilities to breakdown complex technical tasks into executable and measureable steps
- Creative problem solver, able to accomplish goals through a variety of processes and tools
- Strong technical aptitude with the capability of talking to and staying abreast of technical developments at SpyCloud
- Adept at dealing with complex customer relationships and developing resolution to critical matters
Highly Desired Skills:
- 10+ years of Customer Success Management experience in a strategic client facing role
- Experience working for a Software as a Service (SaaS) company
- Cyber security and ATO prevention experience a plus
Education:
- BA/BS/Undergraduate
- Competency with Microsoft's suite of business products
- Salesforce and Zendesk experience is a plus
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