Senior Director - Strategic Customer Success - Apttus - San Mateo

Job description
Reporting to the VP- Global Customer Excellence, the Sr. Director of Strategic Customer Success will be responsible for building a high-performing Customer Success team that supports strategic, high value 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 work with your team to develop executive level relationships within your customer portfolio and to foster those relationships to ensure the customers continue to thrive and grow with Apttus.

This role will be based in San Mateo, CA.
Primary Responsibilities Include:
Recruit, develop and retain a team of Strategic Customer Success Managers dedicated to customer success and long-term customer partnerships
Design and implement processes designed to support strategic customers
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 teams to build and execute on strategic account plans
Ensure high renewal rate is achieved by your group
Embody Apttus values and provide exemplary leadership
Required Skills/Experience:
8+ years’ experience successfully building and managing a professional services, CSM or account management organization
Proven ability to develop and lead senior level employees
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

Preferred Knowledge, Skills, Abilities, and Background:
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!