Director - Customer Success

Primary Responsibilities

• Create and manage an incubation team for the Global Support & Customer Success group to streamline hiring, on-boarding, training, mentoring and certification of technical engineers to provide a consistent new hire experience.
• Manage the team of engineers who will be skilled, trained and certified on the ICM Platform as part of the Incubation team and groom them to be production ready. 
• Lead the cross-skill and up-skill initiatives across the global customer success organization, including both soft and technical skills and industry level certification. 
• Create and drive customer centric best practices across the organization
• Lead the self-help (KCS) initiative.
• Own the ‘operational excellence’ of the organization, ensuring KPI targets are achieved. Work with first line management to drive best practices on case cadence, review, audits, SLA management, reporting and analytics etc.
• Coordinate, manage and resolve critical escalations from customers and internal stake holders requiring a coordination of cross functional resources and a systematic plan to resolve. Clear and regular communication to internal and external stake holders.
• When done well, s/he will have an additional responsibility of leading a team of engineers responsible for proactive monitoring the customer instances and building self-healing tools. 
• Provide coaching and regular feedback to team to create a bench strength future lead.
• Work closely with internal and external teams to deliver new capabilities from the center.

Professional Requirements

• A minimum of 18 years of combined experience in Customer Support/ Success.
• Looking for a seasoned leader with tremendous drive, intelligence and capability. They will be highly motivated and have the ability and desire to have an impact on the future of Icertis. The successful candidate will be a multi-dimensional thinker who operates not only based on important past experiences but considering new approaches and developments that occur in the market. 
• Must possess excellent management skills with a successful track record of providing an outstanding support experience for global customers of enterprise products.
• Ability to work long and late hours to provide coverage and overlap for other Customer Success stakeholders or customers in the US region.
• Customer focused leader with proven ability to build relations based on trust & professionalism.
• Need to have strong technical skills to quickly grasp the product complexity.
• Deep understanding of enterprise products and the challenges and opportunities of being in the cloud for customer support experiences.
• Entrepreneurial hands on working style to develop and deliver business outcomes — effectively doing so even when resource and time frame constraints exist.
• Executive level strategy, communication, execution and presentation skills are required.  Must be highly responsive and organized, detail oriented, strong listener, patient, customer oriented, analytical, strategic, mature, have a global mind-set, and self-motivated.
• Must possess executive presence and the ability to liaise with C suite.
• Preferable to have prior experience with Microsoft Azure.
• An undergraduate degree in Computer Science or Engineering is required. An advanced degree is highly desirable