Customer Success Director
Full-time Permanent Position
Location: Office / Field-based (US)
Remote availability- Candidates must be in the New York or surrounding areas
As a global leader in digital business transformation, Bizagi provides the power to deliver rapid process automation and ignite digital business transformation across the enterprise. Bizagi’ s digital business platform wraps around existing IT systems, giving organisations the immediate business agility and process orchestration required to compete in the digital economy.
Bizagi is rapidly expanding worldwide and is looking to recruit the best talent in the industry. We are truly passionate about our solutions and the market opportunity, and we are looking for like-minded people to join in our journey.
Headquartered in England with operations in Europe, Latin America, and with a strong implementation partner network globally, Bizagi is a very fast-growing software business, seen as an innovator within the Business Process Management (BPM) market. Bizagi’s vertical solutions and the underlying platform help over 300 enterprise customers across all industries improve, automate and streamline their business processes.
What we are seeking
The Customer Success Director (CSD) will be responsible for developing and co-coordinating the delivery of services into existing customers within our US region. The CSD plays a vital role in creating healthy long-term service relationships with customers, acting as the bridge between the client and our professional services team. The key responsibility of the CSD is governance across all areas of our services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of ongoing operational service delivery.
The CSD will serve as business development and engagement manager for consulting engagements with existing clients. Furthermore, the CSD will play a key role in driving the account management team in the development of client accounts, ensuring strategic alignment with these customers, consolidation of customer relationships, effective and ongoing service delivery and ultimately revenue growth.
Tasks & Responsibilities:
Increase the revenue in the existing clients by offering additional services.
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
Responsible for life cycle governance of the assigned client base.
Partner with leadership within the client team to develop a comprehensive and achievable strategic plan for the business within a client account.
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Ensures the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations and concerns.
Maintain and manage a revenue pipeline.
Articulate an excellent understanding of each product and solution, and how our BPM Suite can be used to improve business performance.
Independently create and deliver unique client presentations; skilled at leading verbal client presentations.
Provides timely responsiveness to customer inquiries; co-ordinates responses to customer- requests.
Skills and Experience
Experience of delivering projects in one or more of the following areas: Program Delivery, Process Automation, Process Transformation, Robotics, Operational Transformation.
Demonstrable experience of involvement in a project throughout the full life cycle of assess, design, build and implement.
Demonstrated ability to advise management on alternative solutions and risks with experience of presenting and influencing.
Driving commercial, solutions-oriented growth to clients.
Building and honing key relationships both internally and externally, delivering robust presentations and client communications
Degree in in Business, Computer Science or Information Systems, MBA or equivalent qualifications.
Big 5 Consulting Experience (or similar) at Senior Manager level.
Experience managing, setting priorities, solving complex problems and selling in a consultative role.
Strong analytic aptitude with an eye for detail and a commitment to quality.
Ability to grasp new concepts easily and be able to present them in a simplified manner to clients and potential prospects.
Proven experience collaborating with a wide range of internal and external clients.