Job Details

ID #20117088
State Texas
City Dallascountytexas
Job type Permanent
Salary USD $180000.00 - $250000.00 per annum 180000.00 - 250000.00 per annum
Source Michael Page International
Showed 2021-09-23
Date 2021-09-23
Deadline 2021-11-21
Category Et cetera
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Customer Success Services Delivery Director - SaaS

Texas, Dallascountytexas, 75270 Dallascountytexas USA

Vacancy expired!

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

SummarySeeking a Customer Success Services Delivery Director to join the company's Customer Success organization and lead a team of Service Delivery Managers

Client DetailsThe comapny's leader in artificial intelligence and machine learning (AI/ML)-driven supply chain and retail solutions for 4,000 of the world's leading retail, manufacturing and logistics companies

DescriptionThe main responsibilities are:

  • Be part of the Customer Success Leadership team within the Global Services Delivery Organization
  • Be the point of contact for all customer escalations on Transportation management solutions for the Americas region
  • Interact with the North America Regional Customer Success Team to meet various requirements around deployments, support, escalations, and prioritization around service requests
  • Grow the SaaS support organization through cross-functional collaboration with Product Development and Management teams
  • Interact with customers to develop a strong relationship and a clear understanding of our support services and their processes
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Be responsible for customer retention, protecting revenue, minimize cost and margin goals and tracks metrics like Net Revenue Retention, Annual Revenue Retention, Net Promoter Score, Customer Effort Score for the portfolio customers and Services metrics around utilization and productivity

ProfileThe main qualifications are:

  • At least 5 years of experience in Supply Chain (WMS/TMS) with proven business background
  • At least 5 years of experience working with Global Teams
  • At least 5 years' experience in technology/software industry including engineering, implementation, and customer service roles
  • Minimum 3 years' experience managing a customer success / engineering organization; experience leading large global teams preferred
  • 2+ years' experience in SaaS and Cloud operations, preferably moving customers from On-prem to a SaaS environment
  • Experience managing an Onboarding team at a global SaaS software company providing customers with a 24x7 business critical software system.

Job OfferBase Salary subject to Candidate's experience

Vacancy expired!

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