Senior Director, Customer Success Center

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Senior Director, Customer Success Center, is a pivotal leadership role responsible for shaping and championing a pervasive "Customer First" and Customer Success culture across the organization. This role is instrumental in ensuring customer satisfaction, driving adoption of GTT's solutions, and securing renewals. This leader will oversee and guide a regional Customer Success team, strategically managing a defined motion to drive down churn, and improve engagement to increase net revenue retention.

Key Attributes:

• Proven ability to articulate and drive a shared vision, inspire cross-functional collaboration, and consistently achieve key success objectives with measurable momentum.
• Experience navigating organizational change and demonstrating exceptional agility in dynamic environments.
• Exceptional communication and interpersonal skills, with a demonstrated ability to influence stakeholders at all levels.

Duties and Responsibilities:

• Provide executive leadership to the Customer Success team, driving the execution of programs that ensure customer retention and achieve growth objectives for GTT.
• Institute robust monitoring of key metrics and processes across the entire customer lifecycle, from acquisition to engagement and retention.
• Maintain an unwavering focus on achieving and surpassing all targeted Customer Success goals for the team.
• Develop and execute advanced strategies for customer retention and expansion.
• Leverage analytic tools to provide executive management with insights into customer trends and behaviors, informing business decisions, including the application of predictive analytics
• Deliver enhanced insights into the customer base to management, including projections and comprehensive reporting on usage, churn, and risk, by defining overarching adoption metrics, forecasting, and reporting results.
• Champion and recommend process improvements to streamline administrative tasks and elevate customer satisfaction throughout the customer lifecycle.
• Oversee and refine processes that consistently deliver tangible value to the customer base, significantly improving renewal rates, increasing upsell opportunities, and driving early adoption of new technologies.
• Cultivate a high-performance culture rooted in teamwork and success, directly contributing to the achievement of GTT’s key objectives.
• Lead and actively participate in strategic new business presentations.
• Mentor and coach the team at all stages, reinforcing a pervasive "Customer First"  culture

Required Experience/Qualifications:

• Bachelor’s degree.
• Exceptional executive leadership skills.
• Superior data analytic and presentation skills, capable of conveying complex insights to diverse audiences
• Demonstrated ability to forge robust working relationships and exert influence across diverse cross-functional leadership teams.

Hours/Travel/Shift:

• Travel as needed.

Core Competencies

• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Communication: Understanding of the importance of insightful listening and communicating and ability to provide information and messages in a way that produces clarity and impact.
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Customer Analytics: Knowledge of