Director, GMBU Customer Success at Charleston

Overview:

The Director of Customer Success - Account Management is responsible for leading the segment of our organization focused on achieving recurring revenue objectives through ongoing renewal and expansion of our lighthouse accounts. The Director will develop strategies, as well as the processes that support those strategies, designed to maximize retention of the Blackbaud customer base through a team of Account Managers with national reach. The Director will report directly to the VP, Customer Success, will have direct Manager-level reports, and is accountable for:

• Achievement of annual recurring revenue goals for lighthouse accounts
• The systems, processes, and people of the Account Management group
• Being an active contributor in simplifying cross-departmental functions
• Providing Executive Management with complete visibility to key metrics, while soliciting executive involvement as required

Responsibilities:

• Achieve customer renewal and revenue goals by developing account management strategies, defining ongoing account management processes, and managing the data related to renewals
• Achieve expansion goals by developing strategies, defining ongoing processes and managing the execution of the strategy through by the Account Managers
• Develop (and serve as a point of escalation for) negotiation strategies related to contract renewals and upsell opportunities that promote long-term Customer retention objectives
• Serve as a cross-departmental leader and liaison to work with other departmental leaders to simplify processes that ultimately improve the customer experience delivered by Blackbaud and promote greater customer retention
• Clearly communicate to all levels of the organization and establish credibility as a leader in developing & delivering issue resolution strategies
• Provide Executive Management with complete visibility by accurately maintaining a rolling 90-day forecast of both renewals & upsells, soliciting executive involvement as required.

 Requirements

Desired Skills & Experience

• 10+ years of leadership experience in Sales, Professional Services, or Account Management
• Background in or exposure to Software/SaaS Account Management preferably having built an Account Management team before
• Strong ability to influence others in a matrixed environment this will be particularly important since we will be building the Account Management team from the ground up. Gaining buy-in from other groups such as Sales, Customer Support, and Professional Services is critical
• Must be process-oriented with a high degree of comfort working in a metrics-driven environment
• Ability to develop creative solutions, create detailed plans, and execute them successfully
• A strong passion for and orientation towards providing a positive customer experience
  
• Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence
• Proven success in a high volume, entrepreneurial, and fast-paced growth environment
• Bachelors Degree

PI62941601
Country: USA, State: South Carolina, City: Charleston, Company: Blackbaud.