Customer Success Director - North America

What you will love about Sidetrade and why you should be working here:

Are you an experienced Customer Success Leader with a good knowledge of Order-to-Cash processes and Credit & Collections Management? 

Are you interested in joining a fast-growing international company that is a leader in its market? Are you ready to tackle stimulating challenges targeting large enterprises? Passionate about Technology and Global Organizations?

Come and join us! Sidetrade is a global SaaS provider recognized by Gartner as a Leader in the Invoice-to-Cash space, as detailed in its Magic Quadrant: https://go.sidetrade.com/GartnerMagicQuadrant22.html

About Sidetrade and its amazing Customer Success team:

Sidetrade is a fast-growing international software company that is transforming the Order-to-Cash process for global enterprises. Its AI-powered SaaS platform digitizes the financial customer journey, empowering CFOs to secure and accelerate cash flow generation. Recognized as a leader in Gartner's Magic Quadrant for two consecutive years, Sidetrade fosters a culture of innovation, collaboration, and customer-centricity from its headquarters in Europe and North America.

Sidetrade solutions automate the exchange of business documents with B2B customers (electronic orders and invoices…) and accelerate cash flow (credit, collections and dispute management).

The CS team consists of Customer Success Managers experienced in Credit Management who share a deep passion for technology and serving large organizations. Together, they are committed to bringing our advanced software technology to customers worldwide, making sure they get the most out of the Sidetrade solution(s) they use. Benefit from the collaboration with Sales team to support upsell and cross-sell.

If this all sounds good and you want to make an impact in a dynamic, rewarding, hyper growth company, Sidetrade is the place for you!

Requirements

We are seeking a customer-oriented person, skilled in Order-to-Cash and leadership. As a Sidetrade’s CS Director for North America, you and your team will be in charge of our enterprise clients based in these regions, driving adoption and helping customers achieve and sustain excellence within their Order-to-Cash space. The customers’ success leading to renewals, expansion, and advocacy.

What you’ll be doing:

• Use your Customer Success and leadership skills and good Order-to-Cash knowledge to manage and grow the Customer Success Team in charge of North America.
• Be the main point of contact between the company and a set of named enterprise accounts
• Leverage your Customer Success and Order-to-Cash experience to provide insights to customers and ensure that they get the most out of the Sidetrade solution(s) they use
• Understand each customer’s outcomes by communicating with key stakeholders, analyze customer health metrics, provide insights that will lead to success
• Understand and support the customers’ Order-to-Cash KPIs, strategic objectives and Credit Management landscape
• Be the voice of the customer when dealing with the other Sidetrade Departments (Product Management, Professional Services, Sales, Finance and Support)
• Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure they meet performance goals and deliver high-quality support to customers
• Identify upsell and cross- sell opportunities and collaborate closely with the Sales team to support renewals and expansion opportunities

What you will bring to the role:

• Experience as a Customer Success leader in SaaS Company, in the O2C or Fintech space 
• Demonstrated success in managing complex customer relationships and driving customer satisfaction, retention, and growth 
• Strong leadership and team management skills, with the ability to motivate and inspire a team 
• Strong client facing skills 
• Strong problem-solving skills and the ability to handle challenging customer situations
• Passion for understanding customer needs and delivering an exceptional customer experience
• Ability to see the big picture and develop long-term strategies for customer success
• Track record of delivering measurable outcomes and achieving key business objectives
• Excellent team player with a natural ability to work across departments and influence stakeholders 
• Excellent verbal and written communication and presentation skills 
• Success working in a fast-paced envi