Customer Success Director

• Accountable for the achievement of services revenue and gross profit targets for the region through in-contract growth and on-time renewals
• Leads a cross functional team of professionals
• Provides mentoring, coaching and manages the performance and professional development of their cross functional team
• Continuously upskills and improves the capability of the Client Success Management professionals
• Accountable for development of client contract strategies
• Works closely with Client Success Management professionals and other client-facing stakeholders
• Remains constantly informed of major service delivery or relationship issues affecting key clients
• Develops and maintains relationships with key strategic clients
• Contributes to the development of Group Client Success Management strategy
• Ensures alignment to the Client Success Management operating model and strategy
• Drives proactive and collaborative membership of global Client Success Management community
• Develops and maintains relationships with cross-functional stakeholders

• Ability to develop and maintain solid stakeholder relationships
• Excellent communication skills (verbal and written) coupled with good questioning skills
• Significant leadership skills and ability to drive standards of performance
• Significant understanding of financial statements and metrics
• Significant ability to interpret complex data/reports, derive business insights and define relevant operating responses
• Significant understanding of organization's high-level operating model
• Significant understanding of the organization's services business and commercial service offerings available
• Significant knowledge and understanding of IT service environment, service operations and ITIL practices
• Demonstrates a significant understanding of and the ability to position “partnership” offerings
• Significant understanding of company approach to Client Success Management
• Bachelor's degree or equivalent in business management or related field
• Certification and/or working knowledge of ITIL practice
• Significant experience in a Technical Services, Managed Services and/or Outsourcing environment
• Significant experience in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment in a senior managerial role
• Significant experience in sales and client engagements at senior manager level within a commercial service offering environment
• Extensive experience working in a global matrixed environment working heavily with cross functional teams
• Experience managing a P&L
• Excellent communication (verbal and written), organizational skills, time management, relationship management, and presentation skills
• Experience working with enterprise and global clients

Preferred Infrastructure Technology knowledge as well as OEM partner experience (Cisco, Palo Alto, Dell, HPE, Fortinet, and others)

• Medical, dental, and vision insurance
• Flexible spending or health savings account
• Life, and AD&D insurance
• Short-and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits