Position Overview 

At Everstream, we are passionate about the success of our customers. We’re looking for a strategic, results-driven senior professional to lead our Customer Experience team with the goal of maximizing value realized by every customer. This position will report directly to the VP of Customer Experience.

As the Director of Value Realization you will lead the strategy and execution of our value realization, customer experience/success team. You will focus primarily on driving success within our Enterprise customer segment, through coaching and strategic planning for a team of customer success managers (CSMs). In addition to coaching the team, you are a hands-on player who will manage some of our largest & most strategic accounts. 

The Director of Value Realization should have a passion for working with clients, and understanding software solutions and how they can impact our client’s current and future operations. In this client-facing position, the Director plays a key role in helping to continue to expand external communication about the technical vision and market solutions the company is developing. The role will be hands-on, with responsibility of equipping and coaching our Value Realization / Customer Experience team members with the resources and skills to delight customers. This role is highly cross-functional. Each members of the team will be the single point of communication for key accounts, responsible for bringing the required skills to every client problem across our sales, implementation, customer support, product management, and engineering teams.

Key Responsibilities

• Hire, develop and lead a world-class enterprise customer experience team
• Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal and expansion of your customer portfolio
• Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores
• Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers
• Partner with Product Management by aiding the development and growth of existing and new products for our customers
• Provide operational oversight of the business to deliver on targets and KPIs
• Establish executive-level customer relationships with our most strategic customers
• Inspire and drive a company-wide culture of Customer Value Realization, creating a strong culture that fosters customer advocacy
• Continuously assess performance, research and develop new capabilities, and systematically apply learning and knowledge to the team
• Mentor, train, and oversee a team of Customer Success Managers, ensuring they are creating raging fans by leading customers on their Value Realization journey
• Travel will be required to clients
• Must be available and on call in the event of any Emergencies that may arise

Requirements 

• 5+ years of management consulting or B2B SaaS customer success experience, preferably within supply chain, procurement or transportation solutions
• 5+ years of work experience leading and directly managing client-facing teams
• Depth in problem solving
• Exceptional written and oral communications
• Executive presence, and the ability to work with decision-makers at customer organizations
• Experience leading large-scale business and organizational transformations with high-visibility outcomes
• Ability to build relationships and adapt approach/style to different stakeholders and personalities within complex business environments
• Ability to translate strategy, business initiatives, and abstract ideas into operational activities, key tasks, and accountabilities with little oversight
• Bachelor's Degree in Business Administration, Supply Chain, or in another field of study related to the industry required; MBA or other relevant Masters degrees a plus
• Proactive interest to constantly redefine customer satisfaction and deepen customer relationships
• Comfortable and willing to be a hands-on contributor, on-site with customers 

 

100% Remote Position  

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