Customer Success Senior Director (Remote)

The Customer Success Senior Director(CSSD) will work collaboratively with Everseen’s Customer Success and other functions, to ensure customers stay with Everseen and buy more services. The CSSA will understand and appreciate Everseen’s value and how to expand it, actively promote Everseen in the market and inside the organization, and provide constructive feedback.

This US based CSSD position will be Everseen’s Single Point of Contact (SPOC), day-to-day contact for major retail customers.

What You’ll Do (Main Responsibilities)

• Develop and lead the Customer Success Management function, driving customer outcomes, values and experiences across geographies, markets, direct and indirect channels using a tiered, repeatable and structured support model.
• Build and maintain a deep and wide trusted advisor relationship with all levels of customers’ employees, especially senior leadership, including Retail Operations, Asset Protection, Store & Associate Technology.
• Enable customer retention and growth through measured end-to-end experience management including supporting value delivery in the form of product and data analysis and proactively identifying new opportunities to expand Everseen’s technology footprint.
• Manage the customer’s journey, supporting initial sales and on-boarding process and facilitating service delivery for system installation and projects, consulting with retail customer on value maximization and driving expansion of customer’s product footprint while managing, in conjunction with delivery functions, issue and opportunity identification and resolution.
• Support customer with operations and technical questions and queries, resolving in a timely and efficient fashion.
• Control the communication strategy for the customer, ensuring clear and consistent messaging.
• Establish and manage customers’ joint executive committees and standard cadence of value reporting and business updates; assessing relationship and product health, coordinating issues and escalations to ensure rapid support from customer leadership while facilitating communication of Everseen’s effort to solve customer concerns and requests.
• Provide feedback to influence Everseen’s strategic choices, portfolio patterns and insights among product, market, go-to-market, engineering and research and development; a voice of the customer, the portfolio, and market.
• Support standard messaging, case studies, and report structure – internally and externally.
• Support Everseen user community development.

Profile And Skills

• 10+ years in a customer facing position, such as Retail Account Manager, Retail Operations Manager, Consultant, etc.
• Possesses the skills to identify a comprehensive understanding and delivering against client needs and requirements.
• Knowledge of AI and its use in Retail.
• Experience of executing presentations at a senior level and in consultative environments
• Able to detect, understand, and compile detailed information on Customer organizations, key decision makers, and influencers.
• Demonstrable analytic and forecasting abilities to track key account metrics (e.g. quarterly sales results and annual forecasts), review customer performance results and identify areas of improvement.
• Technical experience and knowledge to understand Everseen product offering, features, and functions. Demonstrates curiosity and a growth mindset.
• A flexible approach in relation to hours of work, travel to meetings and participation in conference calls with Everseen offices in United States and Europe.
• Strong written and verbal communication skills.