Global Director Support and Success

  • Dell,
  • Chesterbrook
Agile, API, Development, Director, EDI, HTTP, Lifecycle, Management, Metrics, Project, Sales, SalesForce
Full Time, See Job Description
Competitive
Telecommuting not available Travel not required

Job Description




Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Why Work at Dell Boomi?

Dell Boomi is one of the fastest growing SaaS companies in the world and part of Dell technologies. Dell Boomi is expanding our team with this newly created opportunity. We are the recognized leader for the fourth year in a row in iPaas (integration platform as a service). We are a disciplined agile organization and we combine a Silicon Valley culture, modern development approach, and infrastructure with the organizations’ core expertise and values. Our cloud-native platform and suite of tools drive software innovation for many of the world’s most admired brands, helping customers move at start-up speeds and with greater business agility. We optimize for change and teach next-generation developers to create and build new solutions.

Our methodology is about continuous improvement, in both development and innovation, and our culture is empowering. Our 500+ employees worldwide subscribe to a culture of collaboration. We make a point to bring empathy to each and every project, and are guided by a purposeful mission—to transform how the world integrates solutions. Learn more at www.boomi.com .

This team member will lead Boomi’s global customer support and success teams. If you want to join a 500+ person start-up that is a part of the best global technology company in the world, this is an amazing opportunity.

Responsibilities:

  • Drive Customer Success Outcomes

    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle

    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Manage Customer Support and Customer Success Activities

    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell
    • Advocacy
  • Measure Effectiveness of Customer Support and Customer Success

    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team, company and board
  • Lead World-class Customer Support and Customer Success Team

    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology

    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success and Customer Support Across Company

    • Create company-wide culture of Customer Success and Customer Support
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop
  • Drives Customer Support functions

    • Leads, directs implements and manages the operation activities for the organization on a global basis. Through second level managers, establishes account budget, goals, and headcount and field relations.
    • Develops strategies, operational policies, processes and programs requiring in-depth functional/operational expertise and thorough company knowledge.
    • Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees.



Required Experience/Skills:

  • 10+ years of experience in leading customer-facing organizations
  • Extensive experience in the enterprise field
  • Ability to drive Fortune 500 support and success through operational excellency
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth


About Us:

The Boomi integration platform as a service (iPaaS) dramatically transforms the way an organization can connect, create, manage and govern their applications and data. By tapping the power of a true native-cloud iPaaS, companies can significantly shorten project times, reduce costs, and streamline resource demands.

Our platform makes it quick and easy to connect any combination of on-premise or cloud-based applications to automate workflows throughout an organization. It also includes robust support for MDM, API and EDI integration technologies, all based on one unified, “low-code” development environment.

Our customers include Novartis, Salesforce, LinkedIn, Candy.com, NetSuite, Lucky Brand, and Kelly-Moore Paints. Now more than 6,500 leading businesses and SaaS vendors around the world rely on Boomi to help them reinvent how they connect their organizations to run smarter, faster and better


"LI Priority"


"DCAM1"

Posted By

One Dell Way Round Rock, TX, 78682

Dice Id : delliirc
Position Id : R11985
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