Global Director of Value Realization
Position Overview
At Everstream, we are passionate about the success of our customers. We’re looking for a strategic, results-driven senior professional to lead our Customer Experience team with the goal of maximizing value realized by every customer. This position will report directly to the VP of Customer Experience.
As the Director of Value Realization you will lead the strategy and execution of our value realization, customer experience/success team. You will focus primarily on driving success within our Enterprise customer segment, through coaching and strategic planning for a team of customer success managers (CSMs). In addition to coaching the team, you are a hands-on player who will manage some of our largest & most strategic accounts.
The Director of Value Realization should have a passion for working with clients, and understanding software solutions and how they can impact our client’s current and future operations. In this client-facing position, the Director plays a key role in helping to continue to expand external communication about the technical vision and market solutions the company is developing. The role will be hands-on, with responsibility of equipping and coaching our Value Realization / Customer Experience team members with the resources and skills to delight customers. This role is highly cross-functional. Each members of the team will be the single point of communication for key accounts, responsible for bringing the required skills to every client problem across our sales, implementation, customer support, product management, and engineering teams.
Key Responsibilities
Hire, develop and lead a world-class enterprise customer experience team
Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal and expansion of your customer portfolio
Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers
Partner with Product Management by aiding the development and growth of existing and new products for our customers
Provide operational oversight of the business to deliver on targets and KPIs
Establish executive-level customer relationships with our most strategic customers
Inspire and drive a company-wide culture of Customer Value Realization, creating a strong culture that fosters customer advocacy
Continuously assess performance, research and develop new capabilities, and systematically apply learning and knowledge to the team
Mentor, train, and oversee a team of Customer Success Managers, ensuring they are creating raging fans by leading customers on their Value Realization journey
Travel will be required to clients
Must be available and on call in the event of any Emergencies that may arise
Requirements
5+ years of management consulting or B2B SaaS customer success experience, preferably within supply chain, procurement or transportation solutions
5+ years of work experience leading and directly managing client-facing teams
Depth in problem solving
Exceptional written and oral communications
Executive presence, and the ability to work with decision-makers at customer organizations
Experience leading large-scale business and organizational transformations with high-visibility outcomes
Ability to build relationships and adapt approach/style to different stakeholders and personalities within complex business environments
Ability to translate strategy, business initiatives, and abstract ideas into operational activities, key tasks, and accountabilities with little oversight
Bachelor's Degree in Business Administration, Supply Chain, or in another field of study related to the industry required; MBA or other relevant Masters degrees a plus
Proactive interest to constantly redefine customer satisfaction and deepen customer relationships
Comfortable and willing to be a hands-on contributor, on-site with customers
100% Remote Position
#LI-AB1
About the job
Apply for this position
Global Director of Value Realization
Position Overview
At Everstream, we are passionate about the success of our customers. We’re looking for a strategic, results-driven senior professional to lead our Customer Experience team with the goal of maximizing value realized by every customer. This position will report directly to the VP of Customer Experience.
As the Director of Value Realization you will lead the strategy and execution of our value realization, customer experience/success team. You will focus primarily on driving success within our Enterprise customer segment, through coaching and strategic planning for a team of customer success managers (CSMs). In addition to coaching the team, you are a hands-on player who will manage some of our largest & most strategic accounts.
The Director of Value Realization should have a passion for working with clients, and understanding software solutions and how they can impact our client’s current and future operations. In this client-facing position, the Director plays a key role in helping to continue to expand external communication about the technical vision and market solutions the company is developing. The role will be hands-on, with responsibility of equipping and coaching our Value Realization / Customer Experience team members with the resources and skills to delight customers. This role is highly cross-functional. Each members of the team will be the single point of communication for key accounts, responsible for bringing the required skills to every client problem across our sales, implementation, customer support, product management, and engineering teams.
Key Responsibilities
Hire, develop and lead a world-class enterprise customer experience team
Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal and expansion of your customer portfolio
Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers
Partner with Product Management by aiding the development and growth of existing and new products for our customers
Provide operational oversight of the business to deliver on targets and KPIs
Establish executive-level customer relationships with our most strategic customers
Inspire and drive a company-wide culture of Customer Value Realization, creating a strong culture that fosters customer advocacy
Continuously assess performance, research and develop new capabilities, and systematically apply learning and knowledge to the team
Mentor, train, and oversee a team of Customer Success Managers, ensuring they are creating raging fans by leading customers on their Value Realization journey
Travel will be required to clients
Must be available and on call in the event of any Emergencies that may arise
Requirements
5+ years of management consulting or B2B SaaS customer success experience, preferably within supply chain, procurement or transportation solutions
5+ years of work experience leading and directly managing client-facing teams
Depth in problem solving
Exceptional written and oral communications
Executive presence, and the ability to work with decision-makers at customer organizations
Experience leading large-scale business and organizational transformations with high-visibility outcomes
Ability to build relationships and adapt approach/style to different stakeholders and personalities within complex business environments
Ability to translate strategy, business initiatives, and abstract ideas into operational activities, key tasks, and accountabilities with little oversight
Bachelor's Degree in Business Administration, Supply Chain, or in another field of study related to the industry required; MBA or other relevant Masters degrees a plus
Proactive interest to constantly redefine customer satisfaction and deepen customer relationships
Comfortable and willing to be a hands-on contributor, on-site with customers
100% Remote Position
#LI-AB1