Director of Customer Success

2 months ago

London, United Kingdom BlueOptima Full time
Job Description

As a Director of Customer Success, you will bring your Management Consultancy, Director Analyst or Account Director experience to the role - working at the Executive level over many accounts, partnering with assigned account Customer Success Managers to deliver value to our customers.

Your team: Your initial focus will be as an expert individual contributor, working with the London and US based Customer Success team.


Responsibilities and tasks: 

  • Director engagement over multiple key accounts
    • Engaged with assigned accounts at an executive level: nurturing strategic executive relationships, participating in customer Business Reviews, and as an escalation point
    • Providing direction setting, guidance and coaching to the account CSM to achieve their goals as the account Customer Success Manager and for professional growth
  • Direct Customer Success management for one strategic account
  • Strategic lead to develop strategies and enablement for managing key accounts, focused on stakeholder and account management
    • Growing, nurturing and challenging Customer Champions and Executive sponsors to drive retention and growth
    • Guiding the Customer through change and to achieve success - leveraging consultative expertise to enable the Customers to articulate business objectives, advise on and drive action, track results and present success stories
  • Work closely with other teams to support a Customer centric approach to working with our customers
    • Implement enablement to continuously improve the effectiveness and efficiency of the customer success stakeholder and account management capabilities
    • Develop and implement customer success metrics and reporting that provide visibility into the efficacy of our customer engagement

Qualifications

What You Need to Succeed at BlueOptima: 

  • 7+ years of experience in customer success, account management, management consultancy, senior director analyst or related fields, 
  • Experience working in financial or data insights technology, managing large strategic accounts, an expert with consultative selling and commercial negotiation
  • A customer-first mindset and a strong track record of delivering exceptional customer experiences
  • Experience and a passion for people management and coaching, finding satisfaction in leading individuals and teams to consistent high performance
  • Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement
  • Ability to work in a fast-paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously


Good to have:

  • Experience in software development or related technical fields
  • Successfully planned and delivered cross-selling and expansion strategies


Additional Information

Why join our team?
Culture and Growth:

  • Global team with a creative, innovative, and welcoming mindset
  • Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success
  • Freedom to create your own success story in a high-performance environment
  • Training programs and Personal Development Plans for each employee

Benefits:

  • 32 days of holidays (including 8 bank holidays) 
  • Hybrid working - 2 days remote and 3 days in the office each week
  • Flexible Work from Long Distance - 4 weeks a year
  • Top of the line equipment (i.e. laptop, headset, desk gaming monitor)
  • Office in Elephant and Castle with free drinks and snacks
  • Cycle-to-work scheme
  • 12 Weeks Paid Maternity and Paternity Leave
  • Pet friendly office

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities

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