Showpad is hiring a

Sr Director of Customer Success EMEA

Gent, Belgium

About Showpad


We believe in the power of content to move people and inspire them – to start conversations and win them over. Content can only live up to its potential if it can be easily found, shared, and used in the right place, at the right time, with the right audience. Showpad activates content for sales and marketing teams of over 850 companies around the world, including Johnson & Johnson, Fujifilm, Intel, and Kimberly-Clark. We won’t stop until every company has the opportunity to accelerate their business and elevate their brand through effective content.

 

About the position


At Showpad, we believe customer obsession is the most important competitive advantage. We are focused on providing an extraordinary Customer Success experience, ensuring that each and every one of our customers receives the highest return on their investment while enjoying to collaborate with our team.

If you are extremely customer centric, blessed with a motivational management style, analytical skills, and are truly passionate about customer advocacy – we have the job of a lifetime for you!

Reporting to the Vice President of Customer Success you will be responsible for leading high-performing Customer Success, Professional Services and Customer Tech Support teams, serving as an advocate, and a liaison between our customers and our internal Showpad teams.

 

Key responsibilities

 

  • Define and optimize the ultimate customer experience from onboarding to renewal for our different customer segments. 
  • Create new processes and ensure the necessary tooling is in place to maximize impact and productivity of the team Recruit, develop and manage the very best customer success team in EMEA 
  • Serve as escalation point for customer issues to ensure they are resolved quickly 
  • Ensure customer feedback is communicated internally to enable ongoing improvement of Showpad products and services 
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement

 

Skills and Qualifications we are looking for
At the minimum

  • 5+ years experience building and leading a Customer Centric team 
  • Proven ability to motivate and focus a team while developing individuals 
  • Significant enterprise/large account Customer Success/Service experience 
  • Hands-on experience implementing technology products for use by external customers 
  • Drive NPS and customer satisfaction results and created programs that increase these elements
  • Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS is a plus 
  • Enthusiastic and creative leader with the ability to inspire people 
  • Ability to drive customer renewals and customer success 
  • Experience in creating a performance and metrics focused culture 
  • Master Degree

 

What you can expect from Showpad


On the outside, we’re redefining how sales and marketing use content; on the inside, we’re redefining the workplace. Showpad is a global company where personalities and cultures across oceans collide to create something extraordinary.In the morning we’re drinking San Francisco Blue Bottle coffee with Portland doughnuts; in the evening – Belgian tripel Westmalle and English scones.

 

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