POSITION OVERVIEW: The Director of Customer Success is a member of the strategic management team responsible for leading the customer facing, account management teams to deliver exceptional service and revenue growth across our customers. Reporting to the Vice President of Customer Success owns maximizing customer service and value delivery through the life of accounts.

Director of Customer Success leads customer teams responsible for designing and managing implementation of customer logistics and supply chain solutions. The role requires strategic leadership and team development, creative problem-solving skills and the ability to structure teams for consistent service delivery.

Key measurements of success include:

• Improving speed to revenue
• Customer retention and growth
• Customer value delivery through creative solutions, savings and service optimization
• Team leadership and development to gain operating leverage

ACCOUNTABILITIES:

• Recruit, develop, mentor and expand a results driven Account Management teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.
• Work collaboratively with customer service operations to provide a cohesive service offering to the market, with appropriate functional / technical specialization where appropriate. Simplify the customer experience with a focused and responsive team.
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value to customers, customer goal achievement, new features, and enhanced service; collaborating across operating and sales teams to identify and pursue customer growth opportunities.
• Able to build teams of trusted advisors that can deliver customer operating insights and improvements through supply chain and logistics optimization opportunities. Leverage data and insights to provide customers with enhanced value in support of their business operations. Able to build analytical solutions at scale and train customer facing team members to support consistently across customer base. Use your financial and operational understanding to build playbooks that run at scale.
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric, measurably high-service mindset across the organization.
• Partner with sales and operations to achieve customer goals within revenue and profitability targets.
• Use data and analytics to support and understand the business. Continually work to refine and better leverage the data to proactively and prescriptively run the business.
• Oversight over reporting and analytics provided to customers to streamline consistent reporting delivery and ensure accuracy including working with cross-functional teams to support (IT, operations, inventory, purchasing).
• Implement, own and manage the CRM systems to measure customer and team performance and use data to proactively uncover customer and operating challenges that can be addressed in advance of becoming broader issues. Use operating insights to drive team efficiencies, customer insights and implement broad improvement programs.
• Process driven. Develop, manage and implement controlled processes to drive consistent, accurate reporting and service performance at scale across all customer interactions. Establish key metrics and processes to monitor customer satisfaction and engagement;
• Understand customer needs, identify root causes and drive solutions to increase customer time-to-value;
• Develop customer feedback channels to help the product and technology teams prioritize features that solve our customers’ most pressing problems;
• Work collaboratively with internal stakeholders such as product development, operations, sales, accounting and technology.
• Effectively budget, forecast, and consistently set and meet renewal and organic growth goals
• Other duties as assigned

Experience and Qualifications:

• Bachelor’s degree required. MBA or related degree preferred.
• Creative problem solver responsible for building effective teams that are empowered and able to solve customer challenges.
• Demonstrated experience in building nimble, highly customer service / solution focused teams in a service environment, managing teams of 50+.
• Effective communicator able to adapt style and content to appropriate audience and level of sophistication. Comfortable resolving conflict through negotiation and mutual interest alignment.
• 10+ years of leadership experience in customer success, account management, consultative sales and/or business consulting
• 10+ years of experience working in healthcare supply chain/logistics with technology driven solutions.
• Demonstrated experience developing logistics and supply chain solutions for customers in demand laboratory, healthcare and transportation industries
• 10+ years leading leaders and managing teams
• Background leveraging data and analytics in decision making
• Experience working with cross functional teams and in a matrix environment to achieve company objectives.
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Representations and Warranties of Employee.

Employee hereby represents and warrants to the Company as follows: (i) Employee has the legal capacity and unrestricted right to perform the job duties and obligations hereunder; (ii) the acceptance of this position by Employee and the performance of his/her obligations hereunder will not violate or be in conflict with any fiduciary or other duty, instrument, agreement, document, arrangement or other understanding to which Employee is a party or by which he/she is or may be bound or subject; and (iii) Employee is not a party to any instrument, agreement, document, arrangement or other understanding with any person (other than the Company) requiring or restricting the use or disclosure of any confidential information or the provision of any employment, consulting or other services.