Sr Director of Customer Success

We’re currently looking for a Sr. Director of Customer Success to serve as the primary point of contact for customers. You will assume overall customer adoption responsibility and act as a critical issue management role. The Customer Success organization is hyper focused on building and growing existing relationships with our customers.

Key Responsibilities

• Develop a trusted advisor relationship with customers and executive sponsors to drive services adoption and ensure they are using the solution to achieve full business value.
• Partner with internal Simeio team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Simeio Services.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
• Conduct periodic customer health-checks. Present monthly and quarterly business reviews in conjunction with delivery teams
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas
• Engage consistently with customers throughout the customer journey to ensure alignment on actual vs. expected outcomes especially during the customer on-boarding and value actualization stages.
• Continuously assess the health of the customer and diagnose the issues as accurately as possible to develop and execute get-well plans when an account is un-healthy.
• Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account by upselling products and services.
• Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organizations.

KPI’s:

• Revenue Retention for individual assigned account portfolio.
• Expansions and growth of client relationships.
• Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Qualifications

• 10+ years of customer success experience in SaaS organization.
• Good knowledge and experience in Identity and Access Management (IAM) and Security space
• Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
• Willingness to be a hands-on contributor. Excellent communication skills, presentation skills especially to C-level, including issue tracking, triaging and crisis management
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
• Bachelor's Degree or Equivalent Experience
• Available to travel up to 25%

Why Simeio?: Simeio is a global managed services provider offering Identity and Access Management solutions delivered as a service and interoperable with leading IAM tools. With 700+ employees worldwide, Simeio secures over 160 million identities globally for large enterprises and government entities.

Services and solutions from Simeio include Customer Identity & Access Management, Privileged Access Management, Identity Proofing, Access Management & Federation, Identity Governance & Administration, Application Onboarding, and Simeio Identity Orchestrator.The company has been recognized for its business and technical leadership and highly rated by Gartner, Forrester, and KuppingerCole, and was ranked by Great Places to Work®. For more information visit simeio.com

Simeio is an equal opportunity employer. If you require assistance with completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to any of the recruitment team at recruitment@simeio.com or +1 404-882-3700.

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