Director Customer Success Job in Uniphore

Role Summary Uniphore is looking to hire someone with the passion and experience necessary to dominate as a Director, Customer Success (JAPAC) to manage all customers in the JAPAC region.The Customer Success organization at Uniphore has a unique opportunity for someone who can bring experience in the customer service industry along with a passion for providing top tier customer experience. As a company in the CX space, Uniphore is built on the foundation of providing our customers the tools necessary to deliver unrivalled customer experience. As such, our employees must embody a Customer First mentality.The Director of Customer Success should possess strength in leading and managing diverse global teams. This individual will be a thought leader who can communicate effectively and work cross-functionally with leaders across the organization as well as effectively build a team culture comprised of customer first mentality, collaboration & innovation. You will be an important driving force in rethinking the Customer Success function for future to ensure that we can effectively help our customers grow and onboard our new services and platform offerings.The Director of Customer Success (JAPAC) reports to the VP of Customer Success.

ResponsibilitiesThe Director, CS will be the primary point of contact for Uniphore s Enterprise Customers. In this role you will help Empower, Assess, Evolve and Advocate for our most important customers by focusing on following key facets of Customer Success: Client Management - Manage and maintain the client relationship, ensuring that all assigned client accounts are obtaining value from Uniphore solutions, and ultimately be responsible for overall client satisfaction and customer journey. Build strategic relationships and position yourself as a trusted advisor to all customers in the region. Improve platform and services adoption rate and minimize customer and revenue churn. Through focused management and tracking of all renewal opportunities, ensure that all customers renew on-time and on budget. Work closely with marketing and sales to identify reference opportunities within the assigned customer base You will be responsible to identify, track and close upsell and x-sell opportunities within your account base. Design, build and implement the processes, tools and systems that drive sustained product adoption, expansion of new products and long term customer success Manage, track and report, both internally and externally, on the status of customer accounts, including all projects, initiatives and expansion opportunities. Work with Optimization services to explore and craft new revenue opportunities in current customer base. Drive customer success outcomes by collecting key Customer Success metrics such as gross renewals rate, net retention, adoption, customer health, churn rate and net promoter score (NPS). Work with Product and platform teams to improve SaaS telemetry and gain real time understanding of the pulse of the customer. Define the people capabilities, profiles and skills of high performing customer success managers and then build and lead this team.Drive Customer Success Outcomes Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-abilityDefine and Optimize Customer Lifecycle Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.) Standardize interventions for each point in journey Contribute to define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Learn from best practices in industryManage Customer Success Activities Onboarding Training Customer Success Management Renewals Cross-sell / Up-sell AdvocacyMeasure Effectiveness of Customer Success Define operational metrics for team Establish system for tracking metrics Create cadence for review within team Expose subset of metrics to executive team, company, and boardLead World-class Customer Success Team Recruit experienced leaders for each functional role Attract high potential individual contributors into team Create rapid onboarding process for new team members Foster collaboration within team and across customer lifecycle Encourage continuous learning within teamEnhance Effectiveness and Efficiency Through Technology Support systems Customer marketing software Reference and advocacy solutions Customer Success Management platformInspire Customer Success Across Company Create/contribute to company-wide culture of Customer Success Align with Marketing around to existing clients Align with Product around product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus Align with Finance around measurement and forecasting Align with Executive Team around key metrics and objectives Drive company-wide definition of ideal customer Create company-wide customer feedback loop

Essential Certifications and Qualifications Minimum 15+ years of work experience and at least 10+ years in account management/customer success leadership position Enterprise SaaS experience is required Consistent track record of exceeding retention, customer satisfaction, and advocacy targets Strong empathy for customers and passion for revenue and growth Technical expertise and ability to acquire knowledge of new products Experience in executing analytics or AI centred engagements pertaining to contact centre operations and/or CX experience is a plus Exceptional organizational, presentation, and communication skills, both verbal and written Strong leadership & coaching skills Willingness and eagerness to travel frequently to meet the team and to strategic accounts