As a Customer Success Director you will join our department’s senior leadership team to own our entire book of business within APAC. You will manage multiple teams, taking ownership of their growth, development and achievement. You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs.
WHAT YOU'LL DO
- Be a core member of the Customer Success Department’s Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business
- Manage multiple Customer Success teams - likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
- Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, setting clear expectations, and managing performance
- Develop a cost efficient organisation that maintains our high standard of excellence when providing support to customers
- Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes
- You will be a public presence for Braze building executive relationships with customers, acting as a point of escalation across your book of business and representing Braze during public activations.
- Working with your managers and individual contributors you will be responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy.
- Identify opportunities for continuous improvement including evolving process, reporting, and materials
- Guide your team in managing their clients throughout their lifecycle, work with your team to understand customer's evolving business and technical goals for using Braze and continuously demonstrate value.
- Drive ongoing adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Be a point of escalation for clients in your team’s portfolio
- Work closely with internal stakeholders at Braze to design and develop efficient processes and working practice
Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.
WHO YOU ARE
- 5+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
- 3+ years experience managing or mentoring staff
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills.
- You build strong positive relationships with clients and colleagues.
- You are known for being a team player.
- You have a high level of intellectual curiosity.
- You see opportunity and growth in learning more and continuously improving both processes and yourself.
- You have strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
