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Customer Success Director

Company: Klera
Location: Los Gatos
Posted on: November 11, 2019

Job Description:

This is a multi-functional customer facing role involving technical Pre-Sales, Professional Services and Support for Enterprise customers globally. A critical part of the role also involves providing customer feedback to the product development team for continuous evolution of the product. As a Customer Success leader you will be:

  • Responsible for working with Sales and Marketing teams for enrolling customers in the value proposition of the product. This role will require you to lead a team of technical pre-sales engineers and be a product champion. You and your team will be responsible for creating value for customers through demos and use cases through trials as applied to various domains. You will also be required to participate in customer meetings, trade shows and other customer facing activities.
    • Responsible for engaging with customers to understand their pain areas and create opportunities for on-going value delivery using the product. You will lead a team of technical professional services professionals who will leverage their expertise in domains such as CRM, ITSM, DevOps, ALM etc. to drive customer engagement with the product
      • Responsible for creating and maintaining the infrastructure to deliver 24x7 customer support. You will lead a global support team that will help meet or beat customer support SLA's driving higher customer satisfaction resulting in both customer retention and expansion.
        Requirements:
        • Experience of working with Product Companies with external Enterprise customers
          • Experience in using BI tools such as
            • Tableau
              • PowerBI
                • EazyBI
                  • Excellent written, verbal communication and presentation skills
                    • Strong organizational skills and ability to work independently
                      • Willingness to travel.
                        • Must have managed and developed teams working in 24 x 7 mode

Keywords: Klera, San Francisco , Customer Success Director, Executive , Los Gatos, California

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