Director, Customer Success

Job Functions:

Skill:

·       Act as a centralized single point of contact for Global & Strategic customers, coordinating the various implementations across the regions.

·       Provide dedicated focus, expertise, global oversight, and governance focusing on driving consistency throughout the implementation journey and improving speed to market.

·       Provides enhanced Project or Program management for strategic and complex initiatives.

·       Maintain a work plan identifying responsibilities, deliverables and processes that must be executed to achieve results. Document and steer specific milestones.

·       Partnership with Global Product Integrators and Global Product Owners to refine processes and procedures through lessons learned and customer feedback.

·       Support customers through pre-implementation and implementation phases as needed to ensure they are prepared for implementation with Regional Delivery teams.

·       Support collection and reporting of project metrics while actively looking for ways to improve metrics reported by partnering with the Business Optimization and GPI teams.

·       Provide product and technical leadership to the team, working closely with them to close any knowledge gaps.

·       Handle any customer project escalations.

·       Build strong working relationships with the cross-functional partners, including but not limited to, Regional Delivery teams and leadership, GPI, Business Optimization, Product, and TECH.

Job Requirements:

·       Experience with mentoring and ramping up junior team members.

·       Prior people leadership experience is a plus.

·       Prior experience in a customer-facing role is a plus, particularly with hands on experience with customer engagement and support.

·       Prior implementation experience is a plus.

·       Working knowledge of and experience with Commercial Solutions, in particular Card, Expense Management and B2B solutions

·       Strong core payments understanding preferred.

·       Must be high-energy, detail-oriented, proactive, and able to function under pressure to meet tight deadlines.

·       Strong verbal and written communication skills.

·       Strong relationship, collaborative, and organizational skills with a high degree of initiative and self-motivation.

·       Strong analytical/problem solving skills.

·       Good personal organization & priority management skills.

·       Ability to work as a member of matrix based diverse and geographically distributed project team.

·       Willingness and ability to learn and take on challenging opportunities.

·       Can quickly learn and implement new technologies, application appropriate frameworks and tools.

·       Ability to deduce and discern challenges, bottlenecks, and pitfalls brining solutions to leadership to solve those problems.

·       Ability to work across cultures, time zones and career levels.

·       Experience identifying gaps in project plans and incorporating adjustments before implementation.

·       Successfully anticipated project risks and prepared comprehensive contingency plans.

·       Business consulting and/or IT & integration experience preferred.

·       Must demonstrate effective leadership and take ownership.