Senior Customer Success Director
The Opportunity
Featurespace is looking for an outstanding Senior Customer Success Director to join our Customer Success team in our Cambridge or London office.
In your role as Senior Customer Success Director you will help us achieve our goals and delivery success on behalf of our customers by leading the EMEA Customer Success team as they grow and expand our clients commercially, strengthen our relationships, and continually improve client satisfaction and thus renewal of our accounts.
Day to Day
Direct responsibility for:
- Managing and mentoring the EMEA Customer Success Team. Ensures team remains motivated in fulfilling all their responsibilities
- Applying extensive industry knowledge where necessary
- Acts as a deputy to the Global VP of Customer Success
- Building internal stakeholder relationships and providing excellent upward reporting, leveraging reporting tools and CRM (Salesforce)
- Supports all complex customer negotiations and acts as a senior escalation point within the Customer Success team
- Key senior contact for Tier 1 EMEA accounts
- Proactively identifies and mitigates risks in the EMEA customer portfolio
- Hiring to fill vacancies in the team
- Works with team to ensure accurate forecasting and develops account strategies
Ensuring EMEA Customer Success Team Fulfils Their Responsibilities to:
- Understanding customer’s business and overall strategy and identifying and mapping the white space, creation of sales action plans for new opportunities
- Leading the selling of new product capability including the creation and management of new proposals, work requests and SOWs
- Forecasting to the business on opportunity pipeline, revenue forecast and potential risk
- Engage and operate at the C-Suite level within the account and own the orchestration of Featurespace senior management into the account
- Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed.
- Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects and new opportunities are accurately scoped
- Collaborating with matrix team, create and execute strategic account plans for assigned accounts. Coordinate the matrix team, including an assigned Customer Success Manager, to deliver agreed targets and KPIs. Present the account plan annually to internal management to agree objectives and review previous year’s achievement to plan.
- Working with marketing, generate customer advocacy and contribute to customer events when required
- Manage customer escalations and proactively identify future potential roadblocks to minimise risk
- Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team.