A leading technology company to the global P&C sector is seeking a Customer Success Director for their clients in the DACH region. This team is focussed on helping their customers maximise the value of their investment in the software solution. You will act as a trusted advisor and true partner to the clients, encouraging customer teams to adopt best practices and helping to find new ways to derive value from their investment. The end goal is a set of happy customers that make daily use of the platform, that renew their subscriptions, and are eager to expand the footprint of the solutions within their organization.
Key Responsibilities:
- Ensure customers continuously achieve the maximum value from their investment
- Consistently engage with customers fostering knowledge of the customer’s product experience and strategic business needs
- Serve as the voice of the customer and customer advocate to facilitate feedback and influence on products and services
- Account management:
Required Skills/Experience:
- 5 - 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales
- Demonstrated executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views (and personalities) and engender honest feedback and appraisal
- Demonstrated ability to work on multiple initiatives or accounts simultaneously and under pressure
- Ability to travel as needed to client locations, industry events and company initiatives
- Targeted accounts from DACH region.
Desired Skills:
- Strong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company
- Cross functional team management skills in a customer service related position
- Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
- Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority
