The Senior Director, Client Success is a leadership role, responsible for managing a team of Client Success Managers who build post-sales relationships with clients to drive and increase adoption and utilization of company products and services.
This role is accountable for leading and managing the identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal, and retention results.
The Senior Director, Client Success ensures that the Client Success Management strategy is achieved by driving in-contract growth and renewals (with minimum churn). This is in pursuit of revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy.
This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal as the primary customer contact point.
Core Duties and Responsibilities
- Accountable for the achievement of services revenue and gross profit targets for the region through - In-contract growth by up-sell / cross-sell of service offerings within the Client Success managed account base; On-time renewals (with minimal client or price churn) for either all contracts within their region or those within the Client Success managed account base.
- Leads a team of Client Success Management professionals (Client Success Specialists and potentially Client Success Country Leads) in delivering strategic Client Success Management objectives.
- · Provides mentoring, coaching and manages the performance and professional development of their team of Client Success Management professionals.
- Continuously upskills and improves the capability of the Client Success Management professionals in line with Client Success Management strategy.
- Accountable for development of client contract strategies which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.
- Works closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements.
- Remains constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required.
- Develops and maintains relationships with key strategic clients to promote the value of Client Success Management offer and enhances understanding of clients’ strategic needs.
- Contributes to the development of the global Client Success Management strategy and oversees resulting regional delivery programs.
- Ensures alignment to the Client Success Management operating model and strategy across the regional Client Success Management community.
- Drives proactive and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing local knowledge/best practice.
- Develops and maintains relationships with cross-functional stakeholders to promote/evangelize the Client Success Management agenda.
Knowledge, Skills and Attributes
- Ability to develop and maintain solid stakeholder relationships (across relevant cross-functional teams and within client environments where necessary).
- Excellent communication skills (verbal and written) coupled with good questioning skills.
- Significantly vast leadership skills and ability to drive standards of performance.
- Significantly vast understanding of financial statements and metrics, including revenue, expense control, and growth relative to market.
- Significantly vast ability to interpret complex data/reports, derive business insights and define relevant operating responses.
- Significantly vast understanding of organization's high-level operating model (how we work, and which functions are involved).
- Significantly vast understanding of the organization's services business and commercial service offerings available.
- Significantly vast knowledge and understanding of IT service environment, service operations and ITIL practices.
- Demonstrates a significantly vast understanding of and the ability to position “partnership” offerings.
- Significantly vast understanding of company approach to Client Success Management, including the strategic direction and operating model.
Additional Requirements
- Bachelor's degree or equivalent in business management or related field.
- Additional relevant vendor certifications are advantageous.
- Significantly vast demonstrable experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) technical services company, such as a data center services provider, telecommunications and/or internet services provider or another similar technical organisation.
- Advanced subject matter and services product expertise within sales and operations.
- Advanced experience in a Managed Services and/or Outsourcing environment.
