Customer Success Director

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.    Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.    As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees. 
Position Overview Seeking a dynamic and results-driven Customer Success Director to join our team. This pivotal role places an emphasis on driving the overall experience for our strategic customers.  You will be the Executive interface with the customer and internal advocate within Uniphore’s Executive leadership team.  As a Customer Success Director, you are responsible for; overall service delivery excellence, expanding executive relationships and creating advocates, driving expansion growth, while maximizing the value customers achieve from our solutions.  

Key Responsibilities:

• Service Delivery 
• Proactively understand the customer’s business operations, metrics, and how our solutions can influence them.    
• Executive Lead for Cross Functional Team engaging with customer to ensure expectations are met or exceeded.   
• Monitors and guides Uniphore’s functions engaged with customer including: Services, Customer Success, Tech Support, and Engineering. 
• Leads the Executive Business Reviews which correlates activities and metrics that align to the customer’s business KPI’s.   
• Proactively identifies best practices and areas where customers can improve their operations and end customer impact. 
• Monitor customer health in conjunction with Customer Success Manager. 
•  Executive Engagement
• Take Brand/Success Story to other organizations within the Customer’s organization. 
• Build strong, ongoing relationships with key senior customer Executives across multiple groups.   
• Increase the breadth of Uniphore’s visibility across the various organizations. 
• Create Sr. Executive Mapping of Customer’s org and turn Executives into Advocates. 
• Align Uniphore C-Suite team with corresponding customer corporate executives. 
• Track and correlate engagements of Execs across the Leadership Team. 
• Coordinate with Customer Success Manager in mapping operational relationships 
• Identify areas that provide Industry visibility and promote customer’s business. 
• AccountExpansion 
• Owns Account P&L 
• Upsell / Cross-sell within Current Engagement.  
• Expand to other business units at the customer. 
• Maintain constant communication with customer to identify new Use Cases & Pilots 
• Owns Account Level SWOT Analysis 
• Increase the adoption of our product portfolio including adoption and additional products 
• Collaborate with Sales on Account Plan 
• Proactively identify areas that may lead to reduction or churn  
• Value Delivery 
• Own the reporting, and communication of business impacting metrics. 
• Translate metrics to business outcomes and impact. (F1 Scores, AHT, utilization, Containment, etc)
•   Work closely with customer Executives to identify their business goals and align our Solutions to help them achieve those objectives. 
•  Guide the Customer Success Manager, to efficiently create and communicate KPI’s. 
•  Utilize customer data to generate insights that inform strategic decisions and improvements. 

Qualifications

• Executive Presence & Strong Presentation Skills 
• Proven experience in customer success, account management, or related roles in SaaS or AI environments. 
• Deep Industry Experience (Healthcare, Insurance, Hospitality, Retail, etc).   
• Understands industry language and operations. 
• Demonstrated Experience leading account growth multiple times ($K -> $M) 
• Director Level or above leader cross functional delivery teams. 
• Ability to map business operational challenges with Technical Solutions 
• Strong analytical abilities and experience using data to drive decision-making. 
• A customer-centric mindset with a passion for ensuring customer satisfaction and success. 
• Bachelor's degree in business, engineering, or a related field. A master's degree is a plus. 

Key Attributes

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