As Director of the Customer Success organization, you will engage with our largest and most strategic accounts and be responsible for leading a team of Customer Success Managers (CSMs) who drive customer adoption and expansion success by engaging broadly within the customer organization. You proactively identify engagement priorities across a number of accounts to focus efforts based on value, perceived risk, potential growth, strategic value and renewal time-frame.
The end result is increased customer satisfaction, retention and expansion of the BlackBerry product footprint.
Your responsibilities will include:
Provide team leadership and vision for global strategic account success.
Oversee a team of CSMs, ensuring optimal customer engagement along the customer lifecycle.
Ensure maximum product adoption and customer satisfaction to ensure contract renewal and expansion, and to minimize attrition.
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's Blueprint, where appropriate.
Right size the ratio of accounts to CSMs for optimal outcomes.
Managing customer relations escalations for the accounts under management.
Manage key leading and lagging KPIs, creating appropriate programs to influence.
You and your team ensures that customers derive maximum value from their investment in BlackBerry, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Programmatically manage and report on adoption plans and related work streams both with the customer and internally.
Ensure the customer is leveraging all available BlackBerry success resources e.g. Help & Training, Communities, User Groups, webinars etc.
Partner with all necessary departments within BlackBerry, bringing the necessary resources to the table to ensure product adoption success.
Working within an account team matrix, lead customer stakeholders towards identifying their vision by evangelizing the capabilities of BlackBerry in the areas of secure mobile productivity, TCO, deployment optimization, app development , service management and more.
Where appropriate, partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's Blueprint, where appropriate.
Right size the ratio of accounts to CSMs for optimal outcomes.
Managing customer relations escalations for the accounts under management.
We are looking for talented individuals with the following skills and experience:
10+ years of leadership experience with customer facing teams.
Bachelors in Computer and or Business related field.
Demonstrable experience in ensuring customer success with on premises deployed software at large multinational organizations
Experience with global complex organizations and global enterprise software deployments
Strong program and project management experience working with large projects
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
Ability to prioritize, multi-task, and perform effectively under pressure.
Strong knowledge of business processes, mobile business applications and automation.
Experience with team, account portfolio planning and prioritization.
Excellent communications skills – both written and verbal
Flexibility for travel (up to 50%)
Preferred experience:
Credible and effective C-level advisor and coach, especially around change management (technical and business).
Proven effectiveness at leading and facilitating executive meetings and workshops.
Familiarity with the platform, application and management technologies used in mobile computing.
Strong working knowledge of enterprise mobile applications on iOS, Android and Windows.
Experience with enterprise security products.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Posts
