Customer Success Director

Phoenix, AZ, United States

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

The Customer Success Director, CSD, is the frontline for engaging with our top customers to meet their Icertis adoption goals and business outcomes. The CSD is a player / coach responsible for ensuring both our customer’s success as well as developing our processes, tools and most importantly our talent to deliver upon our customer and Icertis’ business objectives. The CSD proactively engages directly with our customers to define outcome success metrics, identify value opportunities, drive adoption and value realization to meet and exceed desired business outcomes for both our customers and Icertis. The CSD will be responsible for partnering across Icertis to advocate on behalf of our customers to drive solution adoptability, churn reduction, customer reference-ability, and NPS while ensuring executive alignment within our customers to understand and/or define program goals, challenges, to drive accountability and maximum value realization.

The responsibilities of the role are to ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals.

What You Will Do

Drive high customer engagement that result in platform adoption, contract renewals, and revenue expansion

Expand relationships with senior business sponsors to understand and execute against business goals

Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented

Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base

Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization

Hire, Develop, mentor, inspire, and lead talent to meet their performance plans and their career objectives

Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources

Develop tools and processes to accelerate customers adoption of and quantify value received from the Icertis platform

Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe

Work cross functionally with Icertis leadership teams to deliver customer success

Proactively identify, forecast, and mitigate revenue churn

Identify expansion and cross sell revenue opportunities within existing customers

Demonstrate functional and platform expertise at customer and partner events

What You Will Bring

8+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership

Flexibility around customer engagements and doing what is required to support the business

Demonstrated experience managing and growing Strategic Accounts and expanding Sr. Executive Relationships

Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability

Ability to quickly establish credibility and foster trust-based relationships at all levels with customers

Desire to develop and lead talent in a collaborative team environment

Experience aligning customer business problems and our solutions by understanding the platform landscape

Bachelor’s Degree required, MBA a plus

Ability to travel up to 60%

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected] or get in touch with your recruiter.

By submitting your application you acknowledge that you have read Icertis’s Privacy Policy ( https://www.icertis.com/privacy-statement/ )

Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

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