Practice Director - Professional Services - Jive Software - New York

Job description
Practice Director, Profesional Services

Jive is looking for an experienced, results oriented Practice Director who will drive customer adoption, achieve high levels of business value and establish deep customer relationships with some of the world’s most iconic companies. This leader will be responsible for overseeing the execution of account plans, strategic business reviews, and the ongoing customer satisfaction of our largest customers. They will act as a quarterback of a team of Jive resources required to achieve the joint goals of the customer and Jive.

There is a reason Jive is considered the #1 social business provider by analysts, customers and the marketplace. It’s because our technology is more than a promise. It’s proven. Proven by successful companies worldwide who’ve used Jive to transform their businesses and achieve spectacular results. The Customer Success Manager will play a critical role to ensure we maintain our position as #1 and your impact to customers will be significant.

Desired Skills and Experience
Expectations for a Top Candidate in this role are:

Drive successful engagement throughout the entire post-sale lifecycle of assigned customers as the “owner” of customer relationships. Proactively grow the breadth and depth of strategic relationships within assigned customers.
Act as an extension of the customer, being a proactive evangelist within Jive and the customer to accomplish defined objectives.
Align activities/resources on behalf of customers, in coordination with assigned Sales Executives, across Jive organizations including Professional Services, Customer Support, Renewals, Product Management, Engineering, Marketing, etc.
Increase the business value of Jive to Customers through gaining a deep understanding of their business strategy and objectives for Jive. Drive customer adoption, moving from viral to engaged, defining the social business program roadmap, translating business goals to achieving business value and overall customer success.
Expand Jive sales in assigned customers by identifying cross-sell/up-sell opportunities of product and services, working in coordination with appropriate Sales Executives.
Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success.
Serve as the escalation point for customers, driving issues to resolution either individually or via the appropriate Jive team members.
Help customers calculate and monetize business value. Drive quarterly reporting with customers; measuring business value, penetration, usage, and adoption.
Ability to manage multiple complex projects via a team of project managers. Responsible for project staffing and resource scheduling within assigned customer consulting engagements.
Proven results managing C-Level customer relationships and achieving objectives of global customer account plans. Seasoned people leader who will matrix-manage a world-class team of global resources.
Establish and review customer satisfaction reports appropriate for assigned customers in an agreed upon regular cadence.
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Jive products and services.
Requirements:
Bachelor’s Degree or MBA
8-10 years experience in systems application consulting or account management, either via a SaaS or IT organization, or externally with a consulting firm or software provider.
Ability to thrive in a highly matrixed and collaborative culture.
Strong background in enterprise-level Project Management, including experience developing work-breakdown structures, project plans, managing to time, budget and resources.
Demonstrated experience translating customer business requirements into workable software solutions and overall business value.
Exceptional communication skills, both written and verbal to all levels within an organization. Experience ranging from delivering high impact presentations in front of C-level Executives to creating Statements of Work.
Strong Change Management skills.
Services Sales experience in a Saas environment.
Travel will be 30-50% for this role.

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