Group Director Customer Success
Mercell CTM AB / Ekonomichefsjobb / Stockholm
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Mercell is an industry leading software company, created in 1999, with the mission to re-imagine tendering and unlock business opportunities, primarily in the business to government space.
We are driven to help public sector buyers easily execute procurements in a compliant and transparent manner. At the same time we open up the public procurement space to all suppliers, from small local businesses to multinational enterprises.
We do this by making big scale buying easy, strategic sourcing simple, and monitoring the tender market for companies, so they can grow their market share. We support a diverse customer base of +30.000 buyers and suppliers across geographies, industries and sizes. It's a great time to join us and shape the future of Mercell as we revolutionize the world of tender management.
Our culture is based on the Mercellian Spirit of continuous growth, curiosity, trust and courage. You will work in a dynamic international environment with ambitious and dedicated colleagues who are passionate about what they do, supported to be themselves and together create real value for the society.
Your Mission
As our new Group Director Customer Success you will have the opportunity to shape the future of Mercell through this exciting and impactful role. You will lead the group function that is responsible for the complete post sale customer lifecycle engagement for Mercell to ensure the successful adoption and usage of Mercell Products. You will report directly to the Chief Customer Office (CCO) and lead a team of Customer Success Managers and
Digital Success Engagement who are located across our Mercell offices.
The success for the Group Director Customer Success is defined by high customer success that results in subscription renewals, financial business performance, employee engagement as well as customer advocacy and referenceability.
We see the following role characteristics as important to thrive and evolve in this role:
Pace and Variety of Activities
Sense of urgency for goal achievement
Multiple, simultaneous activities
Fast-paced environment
Focus
• Results focus
• Innovative and creative problem solving
• Engage commitment of others
Decision-Making
Problem solving orientation
Risk taking
Quick decision making in response to changing conditions
Communication and Collaboration
Extroverted, confident, enthusiastic, persuasive
Influences, stimulates others to action
Collaboration focused on results
Delegation and Leadership Style
Strong leadership based on generalist expertise, knowledge of systems
Delegation of details as necessary, with follow up on timeliness and quality
Accountability for results
Core Responsibilities
•
Customer Success First:
The Group Director Customer Success is responsible to create a culture and mindset within the function where the Customer Success with Mercell Products is considered as first priority. After all, we own customer loyalty for Mercell!
•
Business Growth:
The Group Director Customer Success is responsible to contribute to the overall business growth of Mercell Products. This growth is on the one hand measured in Annual Recurring Revenue (revenue from subscriptions) and Customer Lifetime Value (total revenue per customer over the lifetime). A key contributor to the business growth is maximising retention and also highlighting key expansion, upsell and cross-sell opportunities for products and our service portfolio.
•
Scalability:
The Customer Success function is responsible to continuously implement and roll-out processes, tools, methodologies and empowerment that accelerate the initial as well as subsequent adoptions of Mercell Products functionalities in a standardised, transparent and scalable manner.
•
Customer Outcomes:
The Customer Success function ensures customers are delighted with the service and support experience. Customers Success Plan driven engagements ensure a clear path to Mercell Product adoption. Customers initially deploy Mercell Products in a fast, cost effective manner, new and additional functionality is adopted regularly and the solution is performance optimised to ensure Mercell Products continuously adds measurable and visible value to our customer's business.
•
Competitive differentiation:
Our competitive differentiation is not only the integrated solution that Mercell provides but also the relationship satisfaction. The Customer Success function ensures that customers are delighted with the quality and relevance of the service and support they receive for Mercell Products.
•
Engagement and Delivery:
The Customer Success function ensures we have "customer success first" driven engagements across our service portfolio. We will be the trusted advisory to our customers on the journey to Mercell Products and our customers "never walk alone" on their digital transformation journey. We deliver high quality and high value services to implement and support the customer solution and provide a feedback loop to product development
•
Brand Protection:
Although the focus is on a pro-active approach, issues will occur. The Group Director Customer Success is responsible to ensure we have structures in place that will deal with issues in a fast, effective manner that is relevant to the business criticality.
•
People:
Furthermore, the Group Director Customer Success is responsible to ensure a working environment where top talents are attracted, engaged, appreciated and retained.
Required Qualifications
• Extensive experience and proven track-record of implementing scalable processes and way-of-working within customer success, value management and realisation.
• Strong leadership experience and managing international teams.
• CxO level communication skills/senior stakeholder management.
• Ability to manage internal and external client expectations on requirements and deliverables.
• Adaptability and flexibility to manage deadline pressure, ambiguity and change.
• Ability to travel within our Mercell locations in Europe (up to ~30%).
• Fluent in English.
Preferred Qualifications
• Strong understanding of the SaaS business model, sales cycle and customer success excellence.
• Strong writing, presentation, mentoring, decision-making, communication, facilitation skills.
• Negotiating skills within a context of high political sensitivity and conflicting interests.
• Ability to utilize a combination of leadership and persuasion skill sets.
Start date: As s...
Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2024-01-01
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Mercell CTM AB (org.nr 556612-8160),
http://www.mercell.com/ Arbetsplats Mercell
Jobbnummer 8317870
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