Chief Customer Engagement Director
il y a 3 jours
At Dassault Systèmes, we empower innovative companies to harness the power of technology and deliver smarter treatments and healthier people.
Salary Range:$120,000 - $180,000 per year
You will be responsible for driving customer satisfaction, adoption enablement, and outcomes realization for our clients. As an internal champion, you will coordinate cross-functional motions required for sustained customer success and growth.
Your key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.
- Develop and execute action plans to achieve identified customer outcomes for a defined portfolio of accounts.
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts.
- Collaborate with cross-functional teams to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high levels of software utilization, and enables true business value accomplishment.
- Maintain an effective account governance process in collaboration with customers, partners, and the internal account team.
- Achieve growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.
- Measure and achieve outcomes based on key performance indicators for a defined portfolio of accounts.
- Maintain a portfolio of accounts with low churn, high adoption, and high health scores.
- Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays.
- Provide timely updates to commercial teams about potential qualified opportunities.
- Continually work to improve Customer Success methodologies, including processes and documentation across Dassault Systèmes.
- Advocate on behalf of the Customer Success organization, internally and externally, to showcase specialization in customer satisfaction, adoption, and outcomes enablement.
- Promote Customer Success cross-functionally to promote the work being done by the CS organization.
- Familiarity with customer success organizations.
- Orientation towards problem-solving with a systematic and managed approach.
- Technical aptitude with an ability to understand SaaS and software business models.
- Social skills for interactions with sales, systems engineering, product development, and other members of cross-functional teams.
- Urgency in execution and tendency toward speed with ability to adapt and change.
- Empathy for customers.
- Strong verbal/written communication and organizational skills.
- Business acumen, including experience working in a B2B environment.
- Influence abilities through persuasion, negotiation, and consensus building.
- Exercise independent judgment.
- Life sciences or medical devices industry experience preferred.
- Solid experience in customer success, sales, or services.
- Familiarity with clinical trial software or similar a plus.
- Bachelor's degree from an accredited university or college.
- Ability and willingness to travel up to 30%.
- Clinical trials expertise a plus.
- MBA or similar a plus.
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