Senior Director - Customer Success - Apttus - Bozeman

Job description
Apttus is seeking a Customer Success Director to be a part of Apttus’s Customer Excellence organization. Reporting to the VP- Global Customer Excellence, the Director of Customer Success will be responsible for building a high-performing Customer Success team that supports mid-market and small business accounts. Your focus will be to make every customer in your portfolio wildly successful resulting in long-term loyalty to Apttus. A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between our customers and all internal Apttus teams (e.g. Professional Services, Technical Support, Product Development, etc). You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Apttus organization.The position is based in Bozeman, Montana.

Primary Responsibilities Include:
Recruit, develop and retain a team of Customer Success Managers dedicated to customer success and long-term customer partnerships
Design and implement processes to cost effectively support mid-market accounts and provide a low-touch model for small business accounts
Oversee the success of all customers in your portfolio to ensure success and health
Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
Ensure CSMs are meeting Apttus’ high standards of customer experience
Actively mentor individual CSMs via observation, participation and coaching
Develop a career path for CSMs and provide opportunities for advancement where appropriate
Contribute to the strategic direction of the CSM organization through leading and participating in internal initiatives
Build and nurture C-level relationships across the top accounts in your portfolio to solidly partnership with Apttus
Work closely with the Install Base sales team to collectively identify appropriate customer activities and ownership
Manage renewal process and ensure high renewal rates
Embody Apttus values and provide exemplary leadership

Desired Skills and Experience
6+ years experience successfully building and managing a professional services, CSM or account management organization
Proven ability to motivate and focus a team and to develop individuals
Ability to evaluate and develop existing teams and reshape as necessary while mentoring and inspiring the individuals
Ability to build and maintain strong relationship with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts
Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
Excellent organization, project management, time management, and communication skills
Ability to quickly grasp and distinctly explain technological and business concepts
Ability to lead cross function business and technical teams to provide timely issue resolution
Strong understanding of business processes and their implementation into enterprise applications
Willingness to 'roll up one's sleeves' and assist wherever needed
Ability to work independently and to deliver on detail as well as strategy
Team player who will innovate to continue improving the way Apttus serves its customer
Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
Ability to travel up to 50% of the time
Extensive business process management experience and expertise- ideally in the areas of Quote to Cash or Contract Management
Working knowledge of one or more of the following business areas:
Quote to Cash Processes
Contract Management
Salesforce.com
Expert user of Salesforce.com and/or Apttus
Previous experience with a major systems integrator and/or an expertise software company preferred

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!