Director, Customer Success - Managed IT Services

Overview

Reporting to the Regional VP, Managed IT, the Director, Customer Success is an experienced sales and client experience leader that oversees a department to support customer success excellence across the IT services portfolio of customers.

This position requires the Director to build, evolve and manage the sales strategy, customer success program and service adoption, growth and retention of managed clients. The Director acts as a business & technology leader within the organization providing solutions that retain and grow customers within the organization, and advance company objectives through systems and business process optimization. The Director, and their team, will leverage applications, functional organizations, and business processes to deliver effective solutions and drive IT operational excellence. The Director is also accountable for key objectives for the practice and will oversee the management of the department's P&L, achieving retention and growth objectives (MRR and project services) and evolving the customer success practice itself.

• Client Retention
• Revenue Growth within Existing Accounts
• Department Profitability
• Opportunity Creation
• Conversion Rates
• Client Experience

• Work collaboratively as a member of the executive leadership team to achieve the over-arching goals of the organization
• Create and implement strategies for Customer Success to enhance customer engagement and satisfaction
• Develop and communicate revenue targets to management, and individual sales goals to the sales team
• Act as the voice of the customer within the organization, providing feedback to sales, marketing and service teams
• Own and improve the continual service improvement framework
• Has extensive experience selling IT Services in both recurring and non-recurring service models
• Understands how to segment customers by their operational maturity levels and position solutions to meet their various requirements
• Prepare effective business cases for systems improvements and/or alternative new systems, clearly articulating non-financial and financial benefits and costs, and influencing various stakeholders effectively
• Proactively identify and maximize synergies and efficiencies across functional and practice organizations
• Inspire and lead the Customer Success practice including mentoring, coaching, evaluation and professional development
• Collaborate with leadership to establish and implement relevant metrics for monitoring performance of team and customer experience
• Effectively manage the financial and ongoing resource management needs
• Collaborate with key business stakeholders to foster innovation by combining functional and operational knowledge to identify new ideals for efficiency and improving the customers' experience
• Experience in designing effective sales compensation models for their teams
• Build relationships and teams across organizational boundaries by effectively communicating, cooperating, and collaborating with all technology and business stakeholders
• Track and report on customer success metrics such as customer health scores, satisfaction levels and retention rates.
• Develop strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle, resulting in high levels of retention
• Handle escalated customer issues and ensure a timely resolution.
• Manage and guide the testing of business services, transformational initiatives, using appropriate methodologies and tools to improve quality, flexibility and efficiency.
• Develop and maintain strong relationships with key clients to ensure their needs are met and they derive the maximum value from our services.
• Actively participate in company-wide meetings to report on the progress of the department's initiatives
• Utilize the Entrepreneurial Operating System (EOS) framework to assign and manage annual and quarterly rocks

• Sales or IT professional with bachelor's degree or technical certifications, preferred
• 12+ years of experience working in managed services/consulting services
• 8+ years of experience managing and growing teams and overseeing operational excellence.
• 5+ years of experience managing sales plans
• Experience with ConnectWise is a benefit
• Excellent communication skills both written and verbally
• Ability to deal with changing priorities to complete tasks in a short period
• Exceptional organizational and time management skills
• Executive-level presentation skills
• Strong business acumen and a drive toward business growth
• Discipline to work remotely
• Ability to travel when required

• Ability to analyze customer data and feedback to drive improvements within the practice and organization
• Strong problem-solving skills to address customer issues effectively
• A customer-centric mindset with a deep commitment to understanding and meeting customer needs
• Able to work cross-functionally with sales, marketing and service teams