Senior Director, Customer Success Account Management

Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).What you’ll doThe Sr. Director, Customer Success Account Management is a high-impact role responsible for managing key aspects of the post-sale customer lifecycle, focused on retention and growth. They are a proven leader with a track record of scaling SaaS organizations. They will carry out the necessary strategy to achieve retention, churn, and growth quotas for their assigned team and customer base. This leader will drive their organization’s strategy and lead the overall performance of people and processes to achieve the highest levels of customer retention, engagement and satisfaction. The Sr. Director, Customer Success Account Management will be experienced with leading leaders, encouraging and motivating their collective teams to achieve the overarching organization’s unified vision. They will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives to improve retention, building strong alignment with key business partners.This position is a people manager role reporting to the Group Vice President, Customer Success Account Management.ResponsibilityImplement their team’s vision and strategy and lead the overall performance of people and processes to achieve the highest levels of retention, growth and satisfaction for the customer base.Achieve financial and strategic revenue, bookings and billings targets for their assigned quotas and targets.Maintain and update a rolling retention and churn forecast of their team’s territory and communicate any risk to executive leadership.Establish highly repeatable and scalable processes and playbooks that drive the team’s vision and metrics forward.Champion cross-functional initiatives to improve gross retention and upsell outcomes.Partner closely with leaders from across the DocuSign ecosystem, driving unified initiatives forward.Serve as a customer escalation point for Docusign’s most strategic, and highest value customers for customer satisfaction and deal negotiations, while protecting and improving customer trust.Set the culture, pace and expectations for their individual teams.What you bringBasic10+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success – ideally within SaaS offerings.7+ years leadership experience in customer success, account management, consultative sales and/or business consulting.BA/BS degree.Experience leading and building teams of individuals that consistently meet and exceed established goals.Comfortable in owning, protecting and growing the financial outcomes of a $100M+ book of business.Experience with leading leaders.Executive-level experience in B2B customer success roles.Experienced with negotiating with C-level executives.Experience with leading an adoption strategy across organizations, serving as a change agent for the customer and internally.Experience meeting performance goals.PreferredExperience in a field organization with targets and financial goals.Able to attract and retain talent.Creates a professional and inclusive culture that encourages innovation, motivates employees, and delivers outcomes.Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented.Manage and coach the team to drive the customer journey process inclusive of all stages from implementation through renewal.Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management.Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations.Background using data and analytics in decision making.Ability to interact and influence all levels and divisions within an organization.Change management and Leading Change methodology and/or first-hand experience.Excellent communication and presentation skills, both written and verbal.Experience with AI/machine learning technologies and implementations.Experience with growth and retention of multi-product implementations.Project management, business process reengineering knowledge and/or first-hand experience.Salesforce and Gainsight experience.Self-motivated, highly collaborative, creative, hard-working, and team-focused.
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