Symphony Customer Success Director
AVI-SPL

Description

The Symphony Customer Success Director will establish and advance customers' adoption and utilization of AVI-SPL Symphony. You will formulate a clear baseline of functionality adoption and expected growth based on different customer categories and consumption models, working with internal stakeholders including Product Management, Product Development, and Product DevOps to bring customer requirements and customer journey intelligence for enhanced product capability and functionality. You will educate external stakeholders including customer end users and management on new Symphony capabilities and how they can leverage those for the best outcomes. Success criteria for this position will include product adoption, value realization, customer retention, churn reduction and enhancement of relationships.

Essential Duties and Responsibilities

• Build strong, credible relationships with assigned clients by supporting them to optimize and maximize their ROI from Symphony
• Influence (future) lifetime value through improved usage, feature adoption, customer satisfaction and overall quality and consistency of services provided.
• Seek out obstacles stopping customers achieving maximum ROI and be a positive voice for change internally to remove them.
• Analyze and monitor customer data to draw insights and optimizations, communicating those findings to customers and providing recommendations to enable improved ROI
• Drive 100% renewal rates across assigned accounts and build referenceable clients.
• Drive Customer Onboarding process to deliver shortest path to ROI
• Act as a primary point of contact for Customer escalations, working with all relevant parties to drive to an effective resolution as quickly as possible.
• Working directly with customers and internal service owners to identify CSI activities and Problem Management trends, leading to swift root cause analysis, remediation and opportunities for improvement
• Establish strong cross-functional relationships across Symphony team (Product Management, Product Development, Product DevOps, Product Support, Product Sales, etc.) to ensure quality and support future enhancement of the product
• Design and plan the customer journey (Lifecycle Management)
• Actively organize and deliver regular cadence for both operational and strategic customer reviews across assigned Symphony customer base
• Monitor and measure customer satisfaction and take proactive measures to remedy concerns
• Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured
• Expose critical success factors and performance to Sr. Leadership with a view to drive best practice across all Accounts
• Identify opportunities to establish a Symphony-wide culture of Customer Success
• Act as the 'voice of the customer' internally and use this feedback/insights to drive the customer experience
• Collaborate with Product Marketing to develop referenceable customers - this can range from customers willing to engage in external case studies, reports, quotes, panels, prospect calls, etc.
• Provide Symphony customer training sessions, as needed - this could be customer specific sessions or general customer functionality updates
• Other duties assigned as needed

• Demonstrable success in strategic thinking and tactical execution while delivering consistently high level customer satisfaction and retention in a SaaS environment.
• Ability to manage influence through persuasion, negotiation and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented
• Proactive with a positive attitude, attention to detail and customer service focus
• Must be creative, constructive, and able to work in a team based collaborative environment
• Excellent presentation and meeting facilitation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers & other 3rd parties
• Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations

• ITIL Foundations certification or comparable industry certification is preferred
• Minimum of a 4-year degree or comparable industry experience is required.
• 5+ years of experience in a customer facing role focused on Software as a Service and Service Strategy
• 5+ years of experience in the collaboration industry is preferred