Dir, Customer Success
5 days ago
Varicent is the industry leader in developing Sales Performance Management (SPM) software, enabling businesses worldwide to Plan, Operate and Pay effectively to drive sales performance and growth.
A named Leader in the Gartner Magic Quadrant for Sales Performance Management seven times in a row, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.
The Customer Success team is responsible for the proactive management of customer accounts - where our customers achieve their desired outcome through their interactions with our company resulting in renewals, revenue expansion and advocacy.
**What you will do**:
- Recruit, develop and lead world-class customer success team
- Drive company-wide customer success processes and metrics
- Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities
- Work closely with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs
- ** Drive Account Growth Outcomes**:
- _ Expand our revenue in accounts through new sales and expansion opportunities_
- _ Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores_
- _ Reduce churn and drive new business growth through greater advocacy and reference ability_
- Prescriptively guiding customers towards proven / recommended approaches to satisfying their business needs
- Sharing knowledge within practice, based on project experience and lessons learned
- Travel to client sites domestically or internationally as able based on COVID-19 accessibility
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
**What you will bring**:
- 10+ years experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
- Proven experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Strong executive presence and business communication skills (multilingual is a plus)
- Ability to communicate effectively across internal departments and external stakeholders
- Results focused with ability to drive both activity and outcome metrics
- High energy with a drive to succeed
- A desire and willingness to travel
- Confidence in yourself and in your capabilities
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