Customer Success Director (US / Remote)

Fairmarkit•San Francisco, CA

35d•Remote

About The Position

The (Remote) Customer Success Director is a trusted advisor and advocate, helping our customers achieve success and maximize their return on investment with Fairmarkit solutions. This person will be based in the East or West Coast of the United States. This is an individual contributor role. You will leverage your strong customer management, business and sales acumen, and program management skills to ensure you achieve the required customer renewal and growth targets for your book of business. Acting as a trusted advisor and coach, you will be responsible for defining, measuring, and confirming the realization of our customers' business objectives and strategic outcomes through the use of our solutions. The ideal candidate will have experience in enterprise procurement, a consultative approach to working with end users, management, and C-level executives, and a passion for disruptive innovation.

Requirements

3-5+ years of enterprise customer success experience.
A proven track record of successfully carrying a quota in prior roles.
Prior experience in enterprise procurement, including an understanding of P2P solutions, processes, and workflows highly desired (SAP, Ariba, Oracle, Coupa)
Experience with the development, execution, and ongoing analytical review of Customer Success plan performance
Strong executive presence at the VP level and above; demonstrated ability to seamlessly participate in discussions with senior business leaders and end users
A proven background in driving projects to completion, with a plus to Agile/Scrum experience
Excellent verbal and written communication and in-person and virtual presentation skills
Strong data analysis and reporting- experience with analytic platforms / data manipulation / spreadsheets
Ability to work independently and to collaborate effectively across functions
Experience in forecasting, negotiating, and closing subscription contract renewals and add on sales

Responsibilities

Develop and maintain strong relationships at all levels within the customer organization
Develop, deliver, and execute customer success plans that define key outcomes and measures for success
Develop proficiency with all Fairmarkit solutions
Execute against the defined Customer Journey playbook to support retaining and growing your portfolio.
Be the customer's key point of contact throughout the entire customer life cycle
Drive customer adoption through training and change management best practices
Be tenacious in identifying opportunities to deliver ongoing incremental value based on your deep understanding of customer's business, strategic goals, and use cases
Monitor the adoption rates of assigned accounts; maintain alignment of customer use cases with their business objectives
Maintain strong customer retention and growth rates aligned with Fairmarkit corporate goals

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