Customer Success Director - DACH

Role/Title: Customer Success Director DACH

Customer Success Director is an individual contributing professional who drives our customers’ overall value realization and orchestrates its delivery through an efficient team, products, and project management approach. Value realization includes the definition and execution of customer success plans, the achievement of their business goals, and the adoption of Kore.ai software to drive ROI.

Customer Success Director will develop long-term relationships with our key customer stakeholders in the region, connecting with key business executives, IT stakeholders, product managers, and users to understand their business requirements and goals, use cases, and how Kore.ai products can help in their business. Internally, this role will work closely with the Sales, Partnership, and Product Team to ensure the growth of the customer portfolio and customer satisfaction while ensuring that the team effort is fully executed. Director, Customer Success must be an active and passionate project, people, and customer manager.

RESPONSIBILITIES:

1. Lead discussions with the customers to understand their business objectives, use cases, value generation as well as company culture to support the software adoption
2. Own the end-to-end customer success, relationship, and software adoption – from the client onboarding, through the entire business cycle
3. Develop and document customer success plan
4. Lead discussions with program managers and technical teams to track, monitor, and take action on the migration health of customers.
5. Orchestrate internal team of solution architects, business analysts, professional services, and partners to deliver customer success plan and commercial success
6. Drive the value-based upsell and cross-sell activities across the customer base
7. Maintain relationships with key customer’s stakeholders at various levels (CX, IT, EX, HR other functions)
8. Monitor and ensure timely software renewals
9. Manage customers at risk (red accounts) with a structured, and methodical approach

MUST HAVE SKILLS

1. Minimum 7 years’ experience in senior level customer-facing roles managing software sales and/or software implementation projects with conversational AI platforms required
2. Minimum 7 years’ experience in advisory, solution architecture, systems integration, digital transformation projects management, or customer success roles with enterprise software companies required
3. Minimum 2+ years’ experience working with offshore team in APAC required
4. Previous experience working with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required
5. Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors
6. Problem-solving oriented & able to work independently
7. Enjoy challenges and ambitious goals within a fast-growing global AI tech company
8. Excellent communication (both written and verbal) skills. Experience communicating with both technical and non-technical stakeholders and with senior levels
9. Complex opportunity and/or project coordination skills with the ability to negotiate and communicate across all levels of an organization
10. Candidates must currently reside in DACH region
11. Candidates must be fluent in both German (native speaking) and English (conversational)

EDUCATION QUALIFICATION:

1. BS/BA in related discipline is required

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