Accountable for the achievement of services revenue and gross profit targets for the region
In-contract growth by up-sell / cross-sell of service offerings within the Client Success managed account base
On-time renewals (with minimal client or price churn) for all contracts within their region.
Leads a cross functional team of professionals in delivering strategic Client Success Management objectives.
Provides mentoring, coaching and manages the performance and professional development of their cross functional team of Client Success Management professionals.
Continuously upskills and improves the capability of the Client Success Management professionals in line with Client Success Management strategy.
Works closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements.
Develops and maintains relationships with key strategic clients to promote the value of Client Success Management offer and enhance understanding of clients’ strategic needs.

Significant experience in a Technical Services, Managed Services and/or Outsourcing environment
Significant experience in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment in a senior managerial role
Significant experience in sales and client engagements at senior manager level within a commercial service offering environment
Extensive experience working in a global matrixed environment working heavily with cross functional teams
Experience managing a P&L
Excellent communication (verbal and written), organizational skills, time management, relationship management, and presentation skills
Experience working with enterprise and global clients
Bachelor's degree or equivalent in business management or related field
Certification and/or working knowledge of ITIL practice.

Customer Success Director

Key skills