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Global Customer Engagement Director
2 months ago
At Showpad, we are seeking a seasoned professional to lead our customer engagement efforts and drive revenue growth through strategic partnerships and customer success initiatives.
About Showpad
Showpad is a leading provider of enablement solutions that empower revenue teams to deliver superior customer experiences and drive seller effectiveness. Our platform helps organizations unite their revenue teams, save time on non-revenue generating tasks, and invest in developing their most important asset – their people.
We take pride in our culture, which is passionate, bold, humble, and authentic. We empower each team member to achieve maximum impact and be their true selves. We take ownership and also take vacations.
We take care of our people, but never take ourselves too seriously.
About the Role
The Global Customer Engagement Director will report to the Chief Revenue Officer and sit on the Revenue Senior Leadership team. This leader will be responsible for fostering customer delight, success, and happiness through strategic partnerships and customer success initiatives.
The ideal candidate will have a proven track record of leading high-performing teams and driving revenue growth through strategic partnerships and customer success initiatives. They will be responsible for building personal relationships with our most strategic customers, meeting face-to-face, and helping them connect Showpad-driven outcomes to business value.
Key Responsibilities
- Hire, retain, and develop multiple high-performing teams, including Principal Customer Success Managers, Customer Education team members, and a Community Manager.
- Build personal relationships with our most strategic customers, meeting face-to-face and helping them connect Showpad-driven outcomes to business value.
- Own the definition, measurement, and response plan of our customer health score program, often executing the response through the broader GTM teams.
- Establish measurable goals and KPIs for Key Accounts, maximizing value realization via product adoption and agreed-upon mutual success plans.
- Launch a paid customer and partner certification program that measures Showpad & Sales Enablement knowledge and develops and supports a robust partner network.
- Serve as a point of escalation for customers, advocating internally to pull in resources where appropriate.
- Inform our product roadmap and vision by driving the product feedback loop for trends and insights from our customers.
You will be a good fit for this role if you have:
- Confidence in your ability to convert the concept of customer delight and happiness into objective measures (think NPS, CSAT, and Customer Health Score).
- Energy to be on the road, in the field, and in front of customers for one-to-two weeks every month.
- Experience leading teams who strategically support, sell to, or build long-term relationships with Enterprise accounts.
- Interest in leading a flat organization, being close to the action, and in the details.
- Strategy to deliver customer delight and success through a digital community.
- Passion for driving customers to embrace use of the enablement technology in alignment with Revenue KPIs.
- Operational excellence balanced with an eye for the art of customer engagement.
- Vision to build a new industry-leading CX function at Showpad.
Locations:
This role is available for Hybrid working from either the London, Ghent, or Chicago offices or from our hub locations, NYC, Austin, or Boston.
Showpad's Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.
We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We're building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves.
