Director of Enterprise Customer Success
As the Director of Enterprise Customer Success, reporting to the Chief Customer Officer, you will lead the strategy and execution of customer success initiatives to drive product adoption, customer loyalty, and retention of large enterprise accounts. This role will focus on increasing the ‘stickiness’ of our offerings, ensuring customers realize maximum value from our products and services. You will be responsible for:
Retention and renewals: Strategizing and leading efforts to retain existing customers by increasing end user adoption, expanding usage to additional teams, improved executive level connections, and other initiatives you define.
Leadership and Team Management: Overseeing and guiding dedicated Customer Success Managers (CSMs) and teams for each product, collaborating to enhance customer experience and product adoption.
Data-Driven Reporting, Analysis, and Improvement: Deeply understanding the CS metrics and KPIs. Developing and executing improvements with a data-driven approach and establishing measurement plans to assess the outcomes accurately. Utilize data analytics to track customer health and predict potential churn risks.
Cross-Functional Collaboration: Collaborating closely with product managers, sales teams, and technical support to align customer needs with product development and sales strategies. Work with marketing team on customer engagement and communication programs. Partner with sales team in identifying and qualifying upsell and expansion opportunities.
The best Director of Customer Success will have
7+ years' experience in a B2B Enterprise customer success role
Strong leadership experience in managing, coaching, and developing high-performing teams
Proficiency with tools like Salesforce, HubSpot, and Pendo, and know how to maximize their value to the customer success team, and for reporting purposes
Successfully utilized change management best practices to implement enterprise-level rollouts, adoption, and upsell programs
The ability to travel regularly to customer sites world-wide, and for internal collaboration sessions The ability to travel regularly to customer sites worldwide and for internal collaboration sessions, with approximately 25% travel required.
Aviation maintenance expertise and understand the unique challenges, regulations, and trends Aviation maintenance expertise is preferred, along with an understanding of the unique challenges, regulations, and trends in the industry.
What You’ll Accomplish - Your Performance Objectives
In your first 45 days, you will assess the current customer journey and use it as a foundational framework and make a recommendation to the CCO of the top areas for improving the overall customer experience and, subsequently, boosting retention rates. In your first 3 months, you will produce a plan to the CCO that consolidates various customer success initiatives (both in work and recommended), maps them to the customer journey framework, assesses impact and effort, and recommends a path forward.
In your first 6 months, work with the cross functional team to define a comprehensive plan to drive adoption, particularly for our complex "Diagnostics" product, focusing on large airlines and OEMs. In your first 9 months, you will be able to show measurable impact on the CS framework (renewal rates/CSAT/increased team synergy/customer health) but also propose and implement any adjustment to existing plan. This would include Implementing tech-touch processes and streamlining operations for maximum efficiency.
Who We’re Looking For - The Personal Competencies That Matter
Trusted advisor to customers and colleagues:
Establish domain expertise by learning our industry and conducting deep discoveries. Gain the trust of the customer and your team by showing them a better way and leading them through their journey and beyond.
Articulate Value:
You will employ consultative selling and solution selling techniques to enable customers to not only renew but potentially increase their spend with Veryon.
Accountable Leader:
You are used to being put in a position where you must “manage up” in terms of timelines, status updates and priorities. This accountability also flows from your team where you will be expected to lead by example and also provide the team with what they need to be successful and helping remove roadblocks.
Collaborative:
You have empathy for your colleagues. You demonstrate and influence cross-functional collaboration within the company and seek out opportunities to build relationships with others, especially in product-related function and can drive initiatives forward, even when difficult personalities or politics stood in the way.
Flexibility:
You understand that at growth stage companies, things will evolve, and you may have to be flexible in your approach and in your expectations. You are open-minded and adapt well to changing environments as a company grows and scales.
Why We Need You – The Mission
Veryon is a global information services and software company that exists to make flying safer and more reliable. Our leading-edge products help reduce operating costs, improve aircraft reliability, and support technical knowledge sharing and collaboration within the general and business aviation, military/defense, commercial aviation, and OEM industries. We have deployed solutions for multiple Fortune 100 companies, supporting more than 75,000 aircraft maintenance professionals worldwide. As a global company, Veryon has more than 7,500 customers in 137 countries, with nearly 50 years of experience in the information services and software industries. We are backed by Accel-KKR, a technology-focused investment firm with over $11 billion in assets under management, and ParkerGale Capital, a private equity firm based in Chicago that invests in founder-owned technology companies - both with a strong history of growing companies in partnership with leadership teams.
How We Work – The Core Values that Define Our Culture
Fueled By Customers:
We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds. We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.
Win Together:
We focus on the “we” and not the “me”. Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.
Make it Happen:
When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.
Innovate to Elevate:
We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience. We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.
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