Director, Customer Success - Amer

A “Magic Quadrant” leader, Ivalua’s solutions work in a complex global economy. Our innovative Source-to-Pay solutions include automating customized workflows to source, contract, request, procure, receive, and pay for goods and services across the enterprise, refining the procurement lifecycle while reducing cost and risk of spending on indirect goods, direct goods, and services, and improving supplier collaboration.

All companies want the best and brightest. At Ivalua, we also want team members who have a global point of view and who bring customer-focused enthusiasm and ambition to the table. We are a company of doers, of problem solvers, of figure-it-outers. We have fun and we work hard. Ivalua is a truly global company with a diverse team of contributors and a set of core values that people can feel every day across all our offices.

Opportunity Statement

Reporting to the COO, you will be accountable for the Global Ivalua customer install base of over 350 enterprise customers; responsibilities for achieving and sustaining customer value realization via Customer Adoption of Ivalua products; identifying and mitigating customer retention risk; identifying and supporting customer expansion opportunities (upsell opportunities); and focusing on Operational Excellence throughout our customer install base.

Customer adoption and one point regarding supporting upsell which are key.

To be successful in this role, you will partner closely with other teams including Sales, Professional Services, Support, Engineering, Finance, and Marketing.

Key Responsibilities

• Develop and leverage a data-driven system of insight and action (dashboard) to communicate and to make decisions.
• Manage C-level, enterprise-scale stakeholder relationships with strategic Ivalua customers ensuring that targeted outcomes are in alignment with their strategy and that measurable value is being recognized from their Ivalua investments.
• Bring the voice of the customer to Ivalua as you partner with R&D, Professional Services, Marketing, and Support to deliver best-in-class customer experience.
• Build and execute programs and operational excellence processes to support all aspects of the customer journey, including upsell campaigns, adoption programs, etc.
• Help identify, build and mentor great customer success practices that will scale across a growing team. Be the role model for the company values.
• Lead the AMER CSM team that is responsible for quarter-backing the execution of the Outcome Delivery, Customer Management, Escalation and Renewal playbooks with Ivalua customers.
• Be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption.
• Build strong relationships with our global customers to enable the appropriate level conversations to identify objectively the core issues.
• Work closely and collaborate with internal teams to effectively resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers and internal partners.

Skills You Need To Succeed

• High impact leadership skills, including setting a clear vision and strategy, motivating, and coaching others, driving urgency and results.
• Strong empathy for customers and understanding of value drivers in recurring revenue business models.
• Ability to travel up to 40% of the time (post-pandemic) and night and evening work as needed to manage the global team and global customers.
• Supply Chain experience implementing and measuring operational metrics, leveraging data to identify customer value realization, retention risk and expansion potential.
• Extensive experience (15+ years) in both on-prem and cloud technology companies building and leading customer success organizations globally and at scale with demonstrated results in driving customer outcomes and revenue retention + expansion.
• Functional expertise in at least one of the following areas: Procurement, Sourcing, Supplier Risk, or Accounts Payables

Preferred Education / Experience

• Minimum Bachelor’s degree
• You have 15+ years of relevant work experience in B2B SaaS customer success, account

Join Ivalua today and procure a great future for your career!

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Join Ivalua today and procure a great future for your career!

Ivalua’s core values include a priority on Care & Grow People. We take matters like pay equity very seriously and strive to reward our employees appropriately and fairly for their talents.

The compensation range for this position is based upon careful and continual market compensation research. In addition to location, compensation may also vary based upon job-related knowledge, skills, and experience.

Title: Head of Customer Success - AMER

Base Range minimum: $140,000

Base Range maximum: $260,000

Additional compensation / rewards: Ivalua offers an annual target bonus for this position conditional on individual and company performance. Other compensation factors may also be considered. Ivalua also offers exceptional benefits including medical, dental, vision, retirement (with company match), and much more.