Customer Solutions and Success Director

Job Functions:

Skill:

·       Lead a team of pre-sales and post-sales technical consultants, customer success managers, and related staff, fostering a culture of collaboration, accountability, and continuous improvement

·       Develop and execute strategies to drive customer engagement, adoption, and success throughout the customer lifecycle, from pre-sales engagements to post-implementation support based around key methodologies such as COTM and MEDDPIC

·       Act as coach and mentor to both direct team members and wider GTM team members to ensure SEMEA is maximizing market and customer opportunities

·       Collaborate closely with Sales, Product, and other cross-functional teams to ensure alignment on customer needs and go to market priorities

·       Serve as a trusted advisor to key customers, understanding their business objectives, challenges, and requirements, and providing tailored solutions and recommendations to address their needs

·       Oversee the delivery of high-quality technical services, including solution design, technical presentations, and proof of values, to support the role of the pod teams

·       Define and track key performance metrics and KPIs to measure the effectiveness and impact of customer solutions initiatives, identifying areas for improvement and driving continuous optimization

·       Stay current on industry trends, best practices, and emerging technologies related to pre-sales and post-sales technical consultancy, customer success management, and related fields, and share insights and knowledge with the team

·       Act as a liaison between customers and internal teams, advocating for customer needs and priorities, and influencing product roadmap and development decisions

Job Requirements:

·       Solid experience in Presales and/or Customer Success

·       Strong technical acumen with the ability to understand and articulate complex technical concepts to both technical and non-technical audiences

·       The ability to inspire and motivate a cross-functional team

·       A track record of leading from the front - role-modelling best practice, and experienced in coaching and mentoring

·       Knowledge of Public Sector - Law Enforcement, Defense, Justice, or Civilian government sectors

·       Strategic thinking with the ability to define and implement initiatives that drive business results

·       Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders

·       A results-oriented mindset with a focus on delivering value and exceeding customer expectations.

·       Proficiency in English