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Commercial Director for Mid-Market and Customer Experience

vor 4 Monaten

Council of the City of Sydney, Österreich Isentia Vollzeit
Commercial Director for Mid-Market and Customer Experience

The Commercial Director for Mid-Market and Customer Experience has overall responsibility for retention and upsell revenue growth targets for all accounts within the portfolio. The role will manage, coach and mentor Account Management and Customer Experience teams to drive retention and revenue growth across designated customer portfolios.

The role will ensure customer retention rates and exceptional customer service levels are appropriately set for each segment and that they are achieved and maintained. The Commercial Director for Mid-Market and Customer Experience will establish and evolve the correct processes for growing the customer base and in conjunction with their Account Managers and Customer Experience team members, direct and lead retention and service delivery to build a market leading business.

The Commercial Director for Mid-Market and Customer Experience leads the key customer experience functions across APAC to ensure that processes are efficient, consistent and scalable. This includes the day-to-day function of support, relevance and implementation for all customers across APAC. Overseeing any customer migration or transition processes that impact customers is also a major responsibility of this role.

The Commercial Director for Mid-Market and Customer Experience is a linchpin role for the company that enables alignment and collaboration not just across APAC, but also across the global business.Main duties and responsibilities:

Driving Revenue

Objectives:

  • Ensure customer renewal processes are efficient and effective
  • Develop and execute appropriate commercial strategies and campaigns
  • Implement mapping of priority accounts
  • Lead a multi-faceted approach to sales
  • Ensure strong cross-functional relationships with New Business team members to ensure that standards are met from pre sales through to renewals and upsells
  • Lead the team to create and close upsell opportunities
  • Drive a culture of correct data collection and Salesforce usage
  • Maintain comprehensive knowledge of the marketplace
  • Play a key role in determining the pace of customer migrations to Pulsar in a method that balances revenue protection with aspirational progress
  • Take accountability for Account Management and Customer Experience departmental budgets.

Supporting Customer

Objectives:

  • Ensure seamless customer setup, product implementation and onboarding
  • Set and achieve implementation goals so that customers are set-up for success and on the path for growth and longevity
  • Constantly assess and improve policies, programs and processes to enhance customer relationships through best-in-class customer experience
  • Deliver efficient training to customers to empower them to use the platform and solutions effectively
  • Oversee delivery of consistently high customer service levels for after-sales services with a focus on customer satisfaction
  • Partner with cross-functional departments (such as Tech, Product and Commercial Enablement) to identify, troubleshoot and respond to customer requests and expectations
  • Reduce the volume of customer queries by solving the root cause of issues consistently so problems don’t perpetuate
  • Drive customers to more effective support methods like live chat and reduce the amount of email back and forth.
  • Oversee an efficient migration of customers to Pulsar across APAC
  • Create a culture where the support team is connected to the renewal and upsell revenue results, conscious of renewal priority customers and always active in spotting and referring growth opportunities to the Account Management team.

Leadership

Objectives:

  • Manage, coach and mentor managers and Account Management and Customer Experience team members
  • Set priorities, provide clear direction and monitor team accountability
  • Facilitate effective team cadences, meetings and workshops
  • Oversee customer experience and account management recruitment processes
  • Lead the annual Personal Development Review Process and build an internal career pathway for Account Management and Customer Experience employees with effective succession planning
  • Act as an ambassador for the company, leading the alignment of Account Management and Customer Experience teams across APAC and globally
  • Ensure all applicable team members are enabled to manage and support on Pulsar within timelines.
Requirements:
  • 5+ years experience in leading large remote teams in a global business.
  • 7+ years experience in global SAAS companies managing complex systems and processes.
  • Strong understanding of media intelligence customer requirements and renewal processes achieved through successful management of Account Management and Customer Experience Teams.
  • Technical capabilities on major software solutions such as Salesforce.
  • A deep understanding of the processes involved in providing media intelligence services and customer requirements in each key region is paramount.
  • Proven ability to adapt to new environments and build relationships across timezones.
JOB PURPOSE:

The Commercial Director for Mid-Market and Customer Experience has overall responsibility for retention and upsell revenue growth targets for all accounts within the portfolio. The role will manage, coach and mentor Account Management and Customer Experience teams to drive retention and revenue growth across designated customer portfolios.

The role will ensure customer retention rates and exceptional customer service levels are appropriately set for each segment and that they are achieved and maintained. The Commercial Director for Mid-Market and Customer Experience will establish and evolve the correct processes for growing the customer base and in conjunction with their Account Managers and Customer Experience team members, direct and lead retention and service delivery to build a market leading business.

The Commercial Director for Mid-Market and Customer Experience leads the key customer experience functions across APAC to ensure that processes are efficient, consistent and scalable. This includes the day-to-day function of support, relevance and implementation for all customers across APAC. Overseeing any customer migration or transition processes that impact customers is also a major responsibility of this role.

The Commercial Director for Mid-Market and Customer Experience is a linchpin role for the company that enables alignment and collaboration not just across APAC, but also across the global business.Main duties and responsibilities:

Driving Revenue

Objectives:

  • Ensure customer renewal processes are efficient and effective
  • Develop and execute appropriate commercial strategies and campaigns
  • Implement mapping of priority accounts
  • Lead a multi-faceted approach to sales
  • Ensure strong cross-functional relationships with New Business team members to ensure that standards are met from pre sales through to renewals and upsells
  • Lead the team to create and close upsell opportunities
  • Drive a culture of correct data collection and Salesforce usage
  • Maintain comprehensive knowledge of the marketplace
  • Play a key role in determining the pace of customer migrations to Pulsar in a method that balances revenue protection with aspirational progress
  • Take accountability for Account Management and Customer Experience departmental budgets.

Supporting Customer

Objectives:

  • Ensure seamless customer setup, product implementation and onboarding
  • Set and achieve implementation goals so that customers are set-up for success and on the path for growth and longevity
  • Constantly assess and improve policies, programs and processes to enhance customer relationships through best-in-class customer experience
  • Deliver efficient training to customers to empower them to use the platform and solutions effectively
  • Oversee delivery of consistently high customer service levels for after-sales services with a focus on customer satisfaction
  • Partner with cross-functional departments (such as Tech, Product and Commercial Enablement) to identify, troubleshoot and respond to customer requests and expectations
  • Reduce the volume of customer queries by solving the root cause of issues consistently so problems don’t perpetuate
  • Drive customers to more effective support methods like live chat and reduce the amount of email back and forth.
  • Oversee an efficient migration of customers to Pulsar across APAC
  • Create a culture where the support team is connected to the renewal and upsell revenue results, conscious of renewal priority customers and always active in spotting and referring growth opportunities to the Account Management team.

Leadership

Objectives:

  • Manage, coach and mentor managers and Account Management and Customer Experience team members
  • Set priorities, provide clear direction and monitor team accountability
  • Facilitate effective team cadences, meetings and workshops
  • Oversee customer experience and account management recruitment processes
  • Lead the annual Personal Development Review Process and build an internal career pathway for Account Management and Customer Experience employees with effective succession planning
  • Act as an ambassador for the company, leading the alignment of Account Management and Customer Experience teams across APAC and globally
  • Ensure all applicable team members are enabled to manage and support on Pulsar within timelines.
Requirements:
  • 5+ years experience in leading large remote teams in a global business.
  • 7+ years experience in global SAAS companies managing complex systems and processes.
  • Strong understanding of media intelligence customer requirements and renewal processes achieved through successful management of Account Management and Customer Experience Teams.
  • Technical capabilities on major software solutions such as Salesforce.
  • A deep understanding of the processes involved in providing media intelligence services and customer requirements in each key region is paramount.
  • Proven ability to adapt to new environments and build relationships across timezones.

Summary of role requirements:
  • Looking for candidates available to work:
    • Monday: Morning, Afternoon
    • Tuesday: Morning, Afternoon
    • Wednesday: Morning, Afternoon
    • Thursday: Morning, Afternoon
    • Friday: Morning, Afternoon
    • Saturday: Morning, Afternoon
    • Sunday: Morning, Afternoon
  • More than 4 years of relevant work experience required for this role
  • Working rights required for this role
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