Director, Client Success Programs (Remote - Us)

Talentify helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.

Hiring Company, Inc., is a fast-growing global leader delivering unified software support and services. We empower licensees of Oracle, SAP, IBM, Microsoft, Salesforce®, and other cloud and locally hosted enterprise software to extract more value from their investments, advance innovation, create competitive advantage, and fuel growth.

With nearly 5000 clients served to date, we are the largest independent, full-stack ERP support and services company. Organizations who rely on our 24/7/365 support services range from progressive financial and manufacturing companies to mission-critical government agencies.

Our support quality and level of expertise consistently earn us best-in-class customer satisfaction ratings. Our people have earned Hiring Company multiple industry awards for exceptional work quality and customer service. We are proud to be recognized around the world as a Great Place to Work® and for community service efforts via the Hiring Company Foundation.

With more than 1,800 team members in 23 countries, we’re a global community guided by our purpose to provide equal access to technology. Fueled by our core values: company, clients, colleagues, and community, we’re committed to creating a culture that nurtures and rewards a growth mindset in an environment where our people are encouraged to dream big and boldly shape the industry.

We are actively seeking a Director, Client Success Programs. This is a remote position that is based anywhere in the US. Low travel, possibly one trip a quarter (some international travel).

Position Summary

This leader is responsible for creating and advancing programs to support client success as part of the Global Client Engagement (GCE) organization. The ideal candidate will have a proven ability to strategize and work successfully in a highly matrixed environment to implement new programs for the global Client Success Managers (CSMs). As a self starter and egnamic leader, you will have a strong talent for project conception, coordination, delegation and execution. You will be a hands-on, roll up your sleeves contributor. Ultimately, you are motivated by the desire to optimize productivity and nurture program success from inception to completion, performing complex work overseeing aspects of one or more client service programs.

As with all leaders of Global Client Engagement (GCE), measures of success are:

• Strong cross-sell within existing client base
• Client advocacy and satisfaction
• High rates of client renewals

Essential Duties And Responsibilities

• Define, report, and analyze key metrics related to client success, client health, client retention, client cross-sell opportunities and client advocacy working with a Global Operations Team.
• Build relationships with Sales leadership and Client Success Directors to effectively serve as a Service Center to advance their KPIs.
• Maintain organizational standards of satisfaction, quality, and performance
• Partner with global and GCE operations to integrate tools and systems focused on improving the effectiveness and efficiency of the Global Client Engagement team
• Conduct Monthly and Quarterly business review sessions across relevant functions
• Other job-related duties and responsibilities may be assigned
• Drive cross-functional programs focused on the implementation of the Global Client Engagement (GCE) model. You will work closely with Sales Enablement, Marketing, Product Strategy and the Renewals team.
• Strategize, define, implement, and maintain program initiatives that adhere to organizational objectives, such as trigger campaigns to support CSMs, playbooks to drive standardization and excellence in execution, refreshed executive sponsor program, etc.
• Define and manage consistent internal communications and operating cadence for GCE at the theater, regional and global levels (in collaboration with theater/regional GMs)
• Create and deliver training sessions to roll out new programs and drive adoption of those programs.
• Conduct regular internal Operational meetings to review program performance

Qualifications/Skills/Experience

Experience

• 8 plus years in client marketing, client success program role, operations role within the B2B software and/or an Enterprise SaaS space
• Proven success in working within a 100% remote and globally dispersed organization
• Experience deploying global programs, working across multiple languages and time zone