Customer Success Director

CallMiner is currently seeking a Customer Success Director for our top-tier clients. Primary responsibilities will be maintaining and expanding the footprint of existing CallMiner clients. The ideal candidate will have a deep understanding of the enterprise software market with experience in SaaS operations. The Customer Success Director will be responsible for working with assigned clients and serve as the strategic advisor and primary business contact for our client executives. This role requires building strong relationships with executives as well as working effectively at all levels of our customers' organization.

Requirements

Primary Responsibilities:

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.
• Responsible to retain & grow a book of business in excess of $3Mil
• Know your customer. Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
• Consult & drive customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes
• Ability provide thought leadership to customers and challenge perceptions, where appropriate, to guide them in defining, building and measuring interaction analytics use cases
• Work with customer executive sponsor to ensure that each business initiative is in support of a strong value story, while driving/influencing the development of a measurement plan to quantify the successful outcome.
• Establish and maintain knowledge of platform capabilities and how those map to specific business outcomes.
• Anticipate and identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issue.
• Proactively identify customer advocates that can provide case studies and references based on successful outcomes to sales and marketing.
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives and the business drivers behind the objectives.
• Maintain an understanding of customers' immediate, short and long-term business needs to protect, retain and increase revenues
• Drive account retention by actively managing renewal process, proactively assessing risk landscape, escalating when appropriate, communicating business value alignment, and developing save and close plans accordingly

• Proactively identify, qualify, and develop business case for upsell and cross sell opportunities

• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
• Communicate effectively with other internal team members to ensure resolution of problems
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
• Mentor CSMs and new additions to the team to allow them to become productive members of the Customer Success organization
• Active contributor in identifying and building out efficiencies in the CallMiner customer success organization
• Influence the product roadmap through participation in Product Meetings

Required Skills & Qualifications:

• 4+ years in customer success, account management or client relations
• Bachelor's degree in a business-related major or equivalent work experience
• Experience developing and managing B2B customer relationships
• Experience with the development, execution, and overview of account plans
• Ability to manage customer expectations and be assertive, persistent, and persuasive
• Able to engage management decision makers and influencers at any level
• Excellent communicator with strong written and verbal communication
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution
• Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
• Ability to effectively prioritize workload and manage changes in priority and direction
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
• Based out of our Waltham, MA office or remote
• Potential travel up to 30%

Nice to haves:

• Bi-lingual speaker preferably Spanish language
• Prior experien