Director – Customer Success Program Management

Director – Customer Success Program Management

Requirements

• A minimum of 15+ years of relevant experience in high growth software and or services companies.
• Demonstrated executive presence with the ability to confidently represent SpotOn in high-level discussions with executives and partners.
• Exceptional organizational skills with the ability to juggle multiple projects, manage competing priorities, and drive execution with minimal oversight.
• A strategic thinker who anticipates needs, proactively solves problems, and takes ownership to ensure successful outcomes.
• Excellent verbal and written communication skills, with the ability to craft compelling presentations and foster cross-functional collaboration.
• A go-getter with a strong sense of accountability, willing to go the extra mile to drive results and see programs through to completion.
• Comfortable navigating ambiguity and complexity, with a flexible mindset that thrives in a fast-paced, evolving environment.
• Ability to cultivate credibility and trust by working effectively with internal and external stakeholders.

Responsibilities

• Drive initiatives from end-to-end by collaboration closely with leadership as well as stakeholders across HR, Finance, and other cross functional teams. Lead high-impact initiatives that drive growth, efficiency, and competitive advantage.
• Support the CS Training and Enablement Team and liaison with HR on a number of employee based programs including role based learning, talent development, variable compensation and other employee engagement programs to expand employee investment in the customer relationship to strengthen customer engagement, loyalty and retention.
• Support the build out Partner Engagement Programs focusing on driving scale of our customer success organization through our partner ecosystem.
• Drive the planning, execution and adoption of initiatives with a structured, results-oriented approach. Manage timelines, stakeholders, and communications effectively. Oversee the execution of strategic initiatives from conception to completion. Set KPIs, track progress, and ensure projects meet deadlines and budget requirements.
• Drive organizational change by introducing new business models, technologies, or processes. Foster a culture of innovation and continuous improvement.
• Partner closely with Sales and CS executive teams, department heads, and key stakeholders to ensure initiatives are tailored to their needs, driving engagement, adoption and measurable business outcomes. Influence decision-making across all levels of the organization.
• Work with HR, Finance, Marketing, and Sales to ensure alignment across business units and drive collaboration on goals, messaging and enablement needs. Serve as a bridge between the CS team and other internal Stakeholders.
• Stay updated on industry trends, competitors, and market dynamics. Use data-driven insights to refine strategies and share with key stakeholders to make informed decisions.

Preferred Qualifications

No preferred qualifications provided.