Icertis – Customer Success Director, Europe, London

09/21/2022
$50,000 - $150,000 / year
Application ends: 11/30/2022
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Job Description

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 advantages 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 7.5 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ 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, and 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 adaptability, 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 CSD has no current direct reports; pending the team growth, we expect some people management in the next 12-18 months. This position can be based at a commutable distance to London or remote in Germany.

What you will do:

  • The responsibilities of the role are to ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals.
  • Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion.
  • Expand relationships with senior business sponsors to understand and execute business goals.
  • Maximize customer adoption, develop and measure success goals, and address program roadblocks if presented.
  • Proactively identify forecast, and mitigate revenue churn.
  • Build action plans to remediate churn risk, and NPS feedback, and increase reference-ability across the global customer base.
  • Develop customer-specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion.
  • 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.
  • Identify expansion and cross-sell revenue opportunities within existing customers.
  • Demonstrate functional and platform expertise at customer and partner events.

What you will bring:

  • Fluent in English is required, and fluency in German or French is of advantage.
  • Extensive experience in a customer-facing role, 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 senior 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%.

What we offer:

We are committed to the health and well-being of all Icertians, their families, the communities they live in, and our customers. This commitment is represented in the Icertis “Four Rings of Responsibility”: Take Care of Self, Take Care of Family, Take Care of Community, and Take Care of Business, in that order.

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Icertis, Inc. provides Equal Employment opportunities 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 nondiscrimination 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 careers@icertis.com 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.