Customer Success Director

AVI-SPL

About The Position

The role of Director of Customer Success is responsible for all aspects of post-sale service and support to our key, Global Accounts. This position requires someone who is a proven leader of customer success functions, unflappable in the face of customer issues, experienced at identifying / managing high-performance individuals, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction. This role will lead a team of customer dedicated strategic staff and liaise with various internal shared service teams in order to fulfill defined scopes of work. WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward. WHAT YOU’LL DO The role of Director of Customer Success is responsible for all aspects of post-sale service and support to our key, Global Accounts. This position requires someone who is a proven leader of customer success functions, unflappable in the face of customer issues, experienced at identifying / managing high-performance individuals, comfortable working on a wide variety of projects, and capable of building operational excellence that generates high customer satisfaction. This role will lead a team of customer dedicated strategic staff and liaise with various internal shared service teams in order to fulfill defined scopes of work.

Requirements

Strong technical and operational background actively managing service delivery teams
Ability to influence through persuasion, negotiation and consensus building
Deep understanding of value drivers in recurring revenue business models
Ability to lead and develop large multifaceted teams
Solid analytical skill and process-oriented mindset
Positive attitude, attention to detail and customer service focus
Must be creative, collaborative, constructive, and able to embrace “The AVI-SPL Way”
Excellent presentation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers, Manufacturers, and Third-Party Service Providers
Exceptional written skills and competence with business applications used to construct documents, financial analysis, or presentations
Exceptional verbal communication skills across all levels of employees and customers

Nice To Haves

ITIL Foundations certification or comparable industry certification
Practical ServiceNow experience – monitoring ticket queues/health and data analytics
Minimum of a 4-year degree or comparable industry experience; master’s degree is preferred
5+ years’ experience in managing Global Accounts
5+ years of experience in the audio visual or collaboration industry

Responsibilities

Drive Customer Success Outcomes
Influence (future) lifetime value through improved services adoption, customer satisfaction and overall quality and consistency of services provided.
Increase wallet share among assigned “Global Accounts” through value-add services which generate deeper and broader customer relationships.
Target 100% renewal rates across assigned accounts and build referenceable clients across our portfolio of services.
Establish solid cross-functional relationships across all service elements (Integration, PM, Service Transition, Service Management, etc.) to ensure quality and consistency of service provided globally.
Partner with SDM and all key functional owners to manage high-level escalations through ‘Critical Care’ programs, ensuring proactive communications and cross-functional/executive involvement and influence for swift resolution
Define and Manage Customer Lifecycle
Design and plan the customer journey (Lifecycle Management)
Working directly with service owners and SDM’s, ensure continuity and quality of reporting across Global Accounts (consistent MBR/QBR templates, etc.)
Collaborate with Global Account team (GAM, SDM, Sr. Leadership, etc.) to develop and maintain a customer roadmap driving future business decisions and outcomes for service and technology investments.
Identify CSI activities and Problem Management trends, leading to swift root cause analysis and remediation/opportunities for improvement
Map customer deployment, utilization, support, and escalation processes and define KPIs for optimal customer experience
Measure Effectiveness of Customer Success
Create cadence for regular customer reviews across Global Accounts (WBR, MBR, QBR)
Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured
Communicate critical success factors and performance to Sr. Leadership with a view to drive best practice across all Accounts
Maintain “World Class” CSAT and NPS Inspire Customer Success Company-Wide
Identify opportunities to establish a company-wide culture of Customer Success
Align with product to drive relevant product roadmap with Global Accounts
Collaborate with sales around cross-sell and up-sell strategies with a focus on retention
Build a “Voice of the Customer” program that aligns with Global Advisory Board
Create company-wide feedback loop