Sr. Director, Customer Success in Nuvolo

Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other.As Nuvolo's Sr. Director, Customer Success, you will lead the Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients’. You will spearhead a consistent, high performing group to ensuring client satisfaction to all Nuvolo customers while growing and mentoring members of the Customer Success team across multiple tiers. You will be responsible for leading a team to identify key areas of growth, engagement, risk and utilization of Nuvolo’s products and services.Key ResponsibilitiesSet the vision and strategic plan for the Customer Success organization with a specific focus on customer value and retention.Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts.Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability.Continue to lead, scale and develop world-class US Customer Success team; Recruit high potential and experienced professionals for each role. Create rapid but robust onboarding processes for new team members, foster collaboration within the team and across customers, measure and manage the effectiveness of the team.Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goalsWork with other department leaders and teams to coordinate Path to Green efforts and ongoing delivery, support and operationsDefine metrics and KPIs that showcase growth opportunities and engagement successImplement reporting to show progress, performance and ROI of Customer Success at the tier level, team level and individual levelBuild cross-functional relationships within Nuvolo to create a unified customer experienceResolve our customer's critical situations by effectively partnering with functional leads in Customer Support/Success, Professional Services, Product, Engineering as required by the issueAddresses incoming escalations from executives, Customer Success or Account Management, and routes to the appropriate resource/teams Qualifications10+ years’ experience in a Customer Success Leadership position, handling highly complex issues; strong leader with a track record of building and growing high performing teams.Outstanding communication skills at the C-Level: Both Written and Verbal Communications;Deep experience leading and responding to complex critical incidents; You have demonstrated the ability to manage multiple initiatives at one timeTechnical knowledge of complex systemsPrevious experience directing and maximizing the benefits of collaborating with global teamsExcel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement.You are a strong collaborator, communicator and work well cross-functionallyYou have strong organizational skills and pursue measuring the impact of you and your team’s performance Base Pay Range: $150,000 - $175,000. Total compensation for this role will include an incentive plan.Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of experience, education, merit, market requirements and geographic location where the work is performed.Be part of an inspiring team using innovation and the cloud to change how business is done and where you are valued as both an individual and employee. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.Nuvolo has a passion for excellence and we are looking for talented individuals who share that same passion to join our team! Show more Show less Должностной уровень Директор Тип занятости Полный рабочий день Должностные обязанности Другое Отрасли Разработка программного обеспечения