Customer Success Director, CallMiner

• 4+ years in customer success, account management or client relations
• Bachelor's degree in a business-related major or equivalent work experience
• Experience developing and managing B2B customer relationships
• Experience with the development, execution, and overview of account plans
• Ability to manage customer expectations and be assertive, persistent, and persuasive
• Able to engage management decision makers and influencers at any level
• Excellent communicator with strong written and verbal communication
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution
• Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
• Ability to effectively prioritize workload and manage changes in priority and direction
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
• Based out of our Waltham, MA office or remote
• Potential travel up to 30%

Desirable

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers
• Responsible to retain & grow a book of business in excess of $3Mil
• Know your customer. Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
• Consult & drive customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes
• Ability provide thought leadership to customers and challenge perceptions, where appropriate, to guide them in defining, building and measuring interaction analytics use cases
• Work with customer executive sponsor to ensure that each business initiative is in support of a strong value story, while driving/influencing the development of a measurement plan to quantify the successful outcome
• Establish and maintain knowledge of platform capabilities and how those map to specific business outcomes
• Anticipate and identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issue
• Proactively identify customer advocates that can provide case studies and references based on successful outcomes to sales and marketing
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives and the business drivers behind the objectives
• Maintain an understanding of customers' immediate, short and long-term business needs to protect, retain and increase revenues
• Drive account retention by actively managing renewal process, proactively assessing risk landscape, escalating when appropriate, communicating business value alignment, and developing save and close plans accordingly
• Proactively identify, qualify, and develop business case for upsell and cross sell opportunities
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
• Communicate effectively with other internal team members to ensure resolution of problems
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
• Mentor CSMs and new additions to the team to allow them to become productive members of the Customer Success organization
• Active contributor in identifying and building out efficiencies in the CallMiner customer success organization
• Influence the product roadmap through participation in Product Meetings