(Remote) Director, Customer Success Job at Harris Computer Systems
Systems and Software is looking for a powerful Director of Customer Success to help our clients expand and innovate. Our vibrant remote culture gives team members a sense of belonging that transcends physical boundaries with our structured onboarding, peer SME groups, and continuous learning focus.
As the Director of Customer Success, you will be responsible for managing the team of Customer Success Managers who drive the ongoing success, adoption and benefit realization of S&S product solutions across all existing accounts.
You will collaborate across S&S to develop individual customer strategies. You will be responsible for transforming these long-term plans into short and intermediate goals to be achieved by the S&S Customer Man. Our Customer Success Managers are the internal experts on each client’s strategic goals and operations. The CSM team guides customers through product and process options while driving the adoption of S&S products throughout the life of customer relations. You should be comfortable consulting and influencing utility executives and managers while maintaining a strong understanding of the customer's strategic business goals in support of expanding the Caliber Harris product footprint.
This remote role welcomes candidates anywhere in Canada and the US.
What your impact will be:
- Design and implement a new strategic outreach program for S&S’ customers, which ensures that customers derive maximum value and net benefit from their investment in S&S’ product suite.
- Cultivate a wildly successful Customer Success Manager team who serve as the highly-valued, trusted advisors to utility executives, end users and other S&S champions
- Identify opportunities to expand customer relationships and generate new opportunities for growth and innovation
- Possess and share a comprehensive understanding of the enQuesta solution suite in order help customers optimize their use of enQuesta solutions
- Maintain strong customer retention rates and net promoter scores aligned with corporate goals
- Identify product improvement opportunities and work with the S&S Product Management team to develop new features and functionality within the solution to support customer objectives.
What we are looking for:
- Powerful customer focus and service orientation
- Ability to manage high-performing humans to achieve important goals
- Demonstrated success managing executive level contacts through contracting decisions
- Excellent communication and presentation skills
- Exceptional problem-solving skills, paired with an energetic personality oriented toward growth and continuous improvement
- Bachelor's degree or equivalent in Computer Science, Business or an associated discipline or equivalent experience
- 5+ years of managerial success
What will make you stand out:
- Deep utility knowledge
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all organizational levels
- Ability to accomplish results working through others.
- Hands on, individual contributor and collaborative team player.
What we can offer:
- Work directly with our clients to improve their business performance with innovative software solutions.
- Extensive onboarding and continuing education opportunities with talented, committed teammates
- Comprehensive Medical, Dental, and Vision, short and long-term disability, AD&D coverage from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Flexible work options and a supportive work environment
Location/Travel:
A significant percentage of our management and staff work from their homes. This position is open to qualified applicants living in the US or Canada and willing to work from home and travel up to 25% of the time for project-related work.
About us:
Since 1973, our unrelenting mission at Systems and Software has been to give quality customer information system (CIS) solutions to municipal and investor-owned utilities. We understand the importance of a committed, engaged group of project managers, developers, implementers, and support staff to achieve this mission. Systems and Software is part of Harris Computer, a subsidiary of Constellation Software Inc., which trades on the Toronto stock exchange under the Ticker CSU. To learn more about Harris Computer, visit us at www.harriscomputer.com.
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