Director - Technical Success Management

3 days ago

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C1

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C1, the global technology solution provider elevating connected human experiences, is transforming the industry by creating connected experiences that make a lasting impact on customers, our teams, and our communities. More than 6,000 customers use C1 every day to help them build meaningful connections through innovative and secure experiences. Our successful track record of tangible positive business outcomes for our customers is a testament to our ability to provide them with the highest level of customer satisfaction, responsiveness, and deep domain expertise. C1 collaborates with nearly half of the Fortune 100, along with other key global industry partners to deliver solutions with a total lifecycle approach. C1 holds more than 5,600 technical certifications across thousands of engineers throughout North America and India, including three Customer Success Centers.

Managed Services • Professional Services • Advisory Services • Cloud • Business Applications

1001 - 5000 employees

Founded 1993

💰 $1M Venture Round on 2009-08

📋 Description

• The Director, Technical Success Management (TSM) is responsible for leading a team focused on ensuring customers achieve technology and business objectives. • Key success factors include maximizing customer retention and the generation of organic growth opportunities. • This leader possesses strong P&L skills and the ability to manage in an organization with multiple multimillion-dollar revenue streams across services and products. • The Director, Technical Success Management (TSM) will help deliver exceptional experiences to customers while enforcing the C1 values of Be Human, Be Bold, and Be One. • This strategic leader possesses a passion for customer success and drives organic growth and retention. • Provides direction on technical contributions, product architecture, and best practices. • Supports C1's cross-functional initiatives to enhance customer experience and drive revenue growth while fostering a customer-centric culture throughout the organization. • Develops and implements a technical account success strategy that drives customer satisfaction and loyalty. • Identifies and measures key customer success metrics, including retention, renewal, and organic expansion. • Utilizes KPI and metrics-driven approach to the Technical Success Manager program to proactively enhance C1's globally leveraged delivery model. • Collaborates with senior leadership to communicate the C1 strategy, its impact on customers' business outcomes, and the importance of collaboration from sales, service delivery, lifecycle services, and customer renewals.

🎯 Requirements

• Bachelor’s degree in the field of computer science, business administration, or equivalent experience • 10+ years of management experience • Exceptional leadership skills with the ability to develop and communicate the business vision and inspire and motivate staff • Effective influencing and negotiation skills in an environment that may not be in direct control of this role • Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills • Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units • Understanding current and emerging technologies and how other enterprises employ them to drive their business • Excellent verbal and written communication skills, including the ability to explain IT concepts and technologies to business leaders

🏖️ Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution) • Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser) • HSA with + Employer Contribution • In-vitro Fertility (treatment coverage) • Dental • Vision (2 plans: 12-month and 24-month frames allowance) • FSA Plans (Healthcare, Dependent care and Limited Purpose) • Pre-tax Commuter Plans • Employer-paid Life Insurance • Employer-paid Short + Term Disability • Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments) • Paid Parental Leave (4 weeks at 100%) • Employee Assistance Plan • Voluntary Life Insurance • Legal/ID Theft Plans • TeleHealth Options • Wellness via Omada Health (healthy living solution) • Travel Assistance • Business Travel Accident Coverage • Employer-paid Pet Telehealth • Accident Insurance • Critical Illness Insurance • Hospital Indemnity Insurance • Volunteer Time Off • On Demand Pay (Daily Pay)