Global Director of Value Realization

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Requirements:

• 5+ years of management consulting or B2B SaaS customer success experience, preferably within supply chain, procurement or transportation solutions.
• 5+ years of work experience leading and managing client-facing teams.
• Depth in problem solving.
• Exceptional written and oral communications.
• Executive presence, with the ability to work with decision-makers at customer organizations.
• Experience leading large-scale business transformations.
• Ability to build relationships and adapt approach to various stakeholders.
• Ability to translate strategy into operational activities with minimal oversight.
• Bachelor's Degree in Business Administration, Supply Chain, or related field; MBA or relevant Master's degree is a plus.
• Proactive interest in redefining customer satisfaction.
• Willingness to be a hands-on contributor.

Responsibilities:

• Hire, develop and lead a world-class enterprise customer experience team.
• Execute a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal and expansion of customer portfolios.
• Increase customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores.
• Partner with Sales, Account Management, and Implementation teams to ensure effective success plans for customers.
• Partner with Product Management to aid in development of products for customers.
• Provide operational oversight to deliver on targets and KPIs.
• Establish executive-level relationships with strategic customers.
• Inspire a culture of Customer Value Realization across the company.
• Continuously assess performance and apply new learnings.
• Mentor and oversee a team of Customer Success Managers.
• Travel required to clients and be on-call for emergencies.