Senior Director, Customer Success
Company: EMC is now part of Dell Technologies
Location: Bedford, Massachusetts
Posted: December 17, 2016
Reference ID: 173694BR
**Director of Global Customer Success, RSA Global Services**
This is a high-impact, high-visibility Director of Customer Success role reporting directly to the VP of Global Services. As a critical part of RSA’s growth and customer retention, this person will scale and
lead a team of Customer Success professionals to cultivate relationships with our customer base and maximize the value of our software. This is a unique opportunity to inspire a team that is tasked with impacting the success of up to thousands of our customers. In this new role, you will leverage your prior Customer Success leadership and experience to create high impact, scalable team practices with the resources and support of a high growth, firmly established industry leader.
Define and optimize customer journey
Adjust the vision of the Red Carpet (previously a.k.a. White Glove Program) experience for defined subset of customers and leverage this for broader improvements across the customer base
Global standardize the template for a Success Plan for customers in your segment
Define and oversee lifecycle processes/touch points, including
Customer Success Team
Designated Services Engineer (DSE) team
RSA Executive sponsor program
Program Management Office
Unique Geographical and Industry vertical demands
Create standard processes and presentation materials for lifecycle plays
Manage escalations from your direct reports, and follow a methodical escalation process to other RSA executives
Identify opportunities for continuous improvement
8+ years leading and growing a sales team (ideally in software)
5+ years within Customer Success, having built a program a plus.
Experience implementing metrics, strategy, and tooling with an understanding of Customer Success best practices.
Additional Knowledge & Skills
Excellent analytical (qualitative and quantitative), strategic thinking, creativity and problem solving skills.
Excellent communicator with ability to influence others.
Self-directed, hands-on approach, comfortable with broad and varied job responsibilities.
Strong business and financial acumen, and in depth critical thinking leading to sound business decisions.
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:**
Customer Service & Support
400 - SECURITY
US - Virginia - Reston, US - Massachusetts - Bedford