Director - Technical Success Management

Description:

• 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 Technical Success Manager program to proactively enhance C1s 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
• Works with decision makers to drive Business-Aligned IT Strategy. Elevates the conversation from the What and the How to the Why that drives differentiated customer value
• Provides inspirational leadership to a multidisciplinary team, fostering a collaborative and innovative work environment
• Recruits, nurtures, and mentors a diverse team of professionals, focusing on innovation, enablement, and growth

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)

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