Sourcing Industry Group (SIG)
Customer Success Director
Sourcing Industry Group (SIG), Phoenix, Arizona, United States, 85003
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
Who we are:
Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders.
The Customer Success Director (CSD) is the frontline for engaging with our top customers to meet their Icertis adoption goals and business outcomes. The CSD is a player/coach responsible for ensuring both our customer’s success as well as developing our processes, tools, and talent to deliver upon our customer and Icertis’ business objectives. The CSD proactively engages directly with our customers to define outcome success metrics, identify value opportunities, drive adoption, and value realization to meet and exceed desired business outcomes for both our customers and Icertis.
What You Will Do:
Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion.
Expand relationships with senior business sponsors to understand and execute against business goals.
Maximize customer adoption, develop and measure success goals, and address program roadblocks if presented.
Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base.
Introduce new platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization.
Hire, develop, mentor, inspire, and lead talent to meet their performance plans and career objectives.
Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources.
Develop tools and processes to accelerate customer adoption of and quantify value received from the Icertis platform.
Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with colleagues across the globe.
Work cross-functionally with Icertis leadership teams to deliver customer success.
Proactively identify, forecast, and mitigate revenue churn.
Identify expansion and cross-sell revenue opportunities within existing customers.
Demonstrate functional and platform expertise at customer and partner events.
What You Will Bring:
8+ years of customer-facing experience, through a combination of technology, procurement, contracting, legal, commercial, and/or consulting leadership.
Flexibility around customer engagements and doing what is required to support the business.
Demonstrated experience managing and growing strategic accounts and expanding senior executive relationships.
Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability.
Ability to quickly establish credibility and foster trust-based relationships at all levels with customers.
Desire to develop and lead talent in a collaborative team environment.
Experience aligning customer business problems with our solutions by understanding the platform landscape.
Bachelor’s degree required, MBA a plus.
Ability to travel up to 60%.
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Who we are:
Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders.
The Customer Success Director (CSD) is the frontline for engaging with our top customers to meet their Icertis adoption goals and business outcomes. The CSD is a player/coach responsible for ensuring both our customer’s success as well as developing our processes, tools, and talent to deliver upon our customer and Icertis’ business objectives. The CSD proactively engages directly with our customers to define outcome success metrics, identify value opportunities, drive adoption, and value realization to meet and exceed desired business outcomes for both our customers and Icertis.
What You Will Do:
Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion.
Expand relationships with senior business sponsors to understand and execute against business goals.
Maximize customer adoption, develop and measure success goals, and address program roadblocks if presented.
Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base.
Introduce new platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization.
Hire, develop, mentor, inspire, and lead talent to meet their performance plans and career objectives.
Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources.
Develop tools and processes to accelerate customer adoption of and quantify value received from the Icertis platform.
Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with colleagues across the globe.
Work cross-functionally with Icertis leadership teams to deliver customer success.
Proactively identify, forecast, and mitigate revenue churn.
Identify expansion and cross-sell revenue opportunities within existing customers.
Demonstrate functional and platform expertise at customer and partner events.
What You Will Bring:
8+ years of customer-facing experience, through a combination of technology, procurement, contracting, legal, commercial, and/or consulting leadership.
Flexibility around customer engagements and doing what is required to support the business.
Demonstrated experience managing and growing strategic accounts and expanding senior executive relationships.
Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability.
Ability to quickly establish credibility and foster trust-based relationships at all levels with customers.
Desire to develop and lead talent in a collaborative team environment.
Experience aligning customer business problems with our solutions by understanding the platform landscape.
Bachelor’s degree required, MBA a plus.
Ability to travel up to 60%.
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