Director, Customer Success

Nuvolo

Sofia, BG
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/06/2021
  • Website: nuvolo.com
  • Company Address: 115 W Century Road Suite 380, Paramus, NJ, 07652

About Nuvolo

Nuvolo is the leader in Enterprise Asset Management software, built on the ServiceNow platform.

Job Description

As Nuvolo's Director, Customer Success, you will be responsible for leading our Customer Success and Care teams in Europe. The promise and value of a connected workplace Clients is core to how we approach our business. This hire will be technically savvy but also obsessed with delighting our Client base and helping them advance their expected business outcomes. Just as important, we’re looking for a leader that loves hyper-growth and building high performance teams. You will be focused on how we continue to evolve both our adoption and expansion strategy across our European Customer base.  

 
As the Director, Customer Success, Your Role Will Include: 

  • Working closely with the Team Leaders in Sales, Product Development, and Implementation for their dedicated area in order to maintain existing client relationships, as well as coordinating communication with Sales Operations team, People Operations team, Finance and other departments in the company.  

  • Defining the adoption and expansion process to support consistent subscription renewals. 

  • Reinforce a Success playbook that aligns to our Clients’ strategies for upsell and expansion. 

  • Ensure team support SLAs are met and that we are providing the utmost care/support to our Clients both proactively and reactively. 

  • Leading and motivating the Success and Care teams according to the defined strategies and ensure retention and defined team targets are met. 

  • Providing valuable feedback to members of the team and improving their knowledge and experience in communication with clients 

  • Participating in the recruitment process, onboard new team members, provide existing team members with the training on the customer success operational process, set KPI targets and keep track on the performance, share information about the new internal procedures and new products/services, monitor if the team is keeping the clean data in our systems and shares information and strategy that was defined on the annual/quarterly/monthly planning’s. 

  • Regular reporting on performance is an important requirement of this role, as well as preparing and delivering reports to management. 

This role could be a fit for you if you bring: 

  • 5+ years' experience leading global, client-facing teams with direct responsibility for subscription revenue renewals 

  • Experience building a Customer Success team at a SaaS company during a period of significant ARR growth. 

  • Willingness to roll up your sleeves, as a player/coach, as the functional programs are established. 

  • Strategic Orientation and Execution Efficiency 

  • Have experience in driving client engagement, handling difficult situations and challenges and delivering exceptional client service. 

  • The ability to coach a team for improvement, from managers through to individual contributors. 

  • The ability to navigate distributed organizations to foster collaboration to accelerate product adoption. 

  • Experience operationalizing Customer Success through programs, systems, and playbooks  

  • Experience with Salesforce and a CS platform like Gainsight 

Bonus Points For 

  • Experience in ServiceNow 

  • Experience in Clinical/HTM 

  • Bachelor's Degree in Business, Management, Communications, Computer Science or other related degree; or equivalent combination of education and experience 

Who are we? 
Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work – enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, stock options plan, and the opportunity to be surrounded by passionate team members that look out for each other. The culture offers a friendly environment where you are challenged and can achieve more! 


You could be a fit for Nuvolo if you champion our core values: 

  • Act with integrity 

  • Embrace teamwork. 

  • Take care of each other. 

Nuvolo is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.