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Regional Director, Customer Success

Regional Director, Customer Success

Swrve provides the market leading comprehensive marketing platform for enterprise companies to design, deliver and automate mobile interactions and campaigns that engage their users. With deep analytic capabilities and sophisticated engagement tools on top of a real-time engine, Swrve is building the next generation of marketing technology. Swrve combines today's biggest technology trends—mobile, machine learning & digital marketing—to make it simple for marketers to delight their customers.

Processing over twelve billion events daily, Swrve's Mobile Engagement Platform helps enterprises maximize engagement and monetization by empowering marketers to deliver made-to-order mobile experiences to every customer. Swrve provides a comprehensive set of mobile-first capabilities that include audience targeting, real-time segmentation, conversations, push notifications, in-app messaging, A/B testing, predictive models, real-time data orchestration, and rich analytics across all marketing channels. Swrve is installed in hundreds of apps across industries, such as retail, online marketplaces, media and entertainment, travel and hospitality, sports, gaming, telecom and wireless, and financial services. Swrve's customers and partners are leading brands, agencies, and technology companies—including The Guardian, Condé Nast, Ryanair, Emirates, Capital One, H&R Block, Telefonica, Cox Communications, Warner Brothers, Salesforce, Oracle, and Marketo.

Swrve is private and venture backed, and headquartered in San Francisco, California. Swrve has offices globally with product management and engineering teams in Dublin, Ireland, and sales, businees development, and customer success in London. Announced September 14, 2017, Swrve secured a $25M D Round.

Swrve is looking to hire a seasoned executive to grow and lead our Europe, Middle East and Africa (EMEA) Customer Success Team. This role reports to the Vice President, Customer Success based in San Francisco, CA.

As the EMEA Regional Director of Customer Success, it is your responsibility to build and sell programs that delight our customers, improve brand loyalty and scale with Swrve’s rapidly growing business.  As an experienced executive, you will get things done by collaborating with our sales, marketing and finance teams on new account and existing customer growth. Additionally, you will interface with our product and  engineering teams to provide strategic customer feedback for new capabilities that will help Swrve maintain and broaden .  As a proven team builder, you will recruit, develop and motivate your team with expert coaching, mentorship and career development.  As an industry thought leader, you will apply innovative technical and non-technical solutions to help our customers succeed in simple ways that exceed their expectations

Responsibilities

Lead World-class Customer Success Team

  • Recruit and retain high performing team across Professional Services, Support and Customer Success Management roles
  • Have extensive staff network in UK and Europe
  • Oversee and maintain onboarding process for new team members
  • Develop challenging career paths for the team
  • Motivate through performance coaching, mentoring, career planning and objective setting
  • Conduct bi-annual performance reviews of direct reports

Drive Enterprise Services Sales in your Region

  • Lead sales of technical and strategic consulting services into large enterprises
  • Partner closely with GM EMEA and SVP, Global Strategic Alliances based in London to generate winning proposals to build professional services pipeline and close new business
  • Drive revenue through the sale and execution of value added professional services
  • Align with Sales around cross-sell and upsell with an emphasis on retention focused selling
  • Manage professional services P&L inline with global Customer Success plan

Drive Customer Success Outcomes in your Region

  • Manage execution of professional services sold
  • Reduce churn and increase renewal rates and up sells
  • Influence success with higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Measure Effectiveness of Customer Success in your Region

  • Establish quarterly goals for team and direct reports
  • Define operational metrics to track achievement of quarterly goals
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to customer success, executive team, company and board

Manage Regional Customer Success Activities

  • Sales Enablement
  • Partner Enablement, specifically with ISV’s and System Integrators
  • Customer Onboarding and Training
  • Technical and Strategic Marketing Professional Services
  • Technical Support
  • Technical Account Management

Enhance Effectiveness and Efficiency Through Technology

  • Maintain wiki to document team processes, best practices, activity and goals
  • Maintain CRM platform to track customer interactions
  • Maintain CS platform to monitor customer health & automate CS activities
  • Maintain time tracking and margin measurement system and processes
  • Maintain support portal to track and manage customer questions, bug reports, & feature requests

Inspire Customer Success Across Company

  • Act as the customer advocate within the company
  • Align with Marketing team around packaging to existing clients
  • Align with Product team around driving product roadmap and customer feature requests
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Create company-wide customer feedback loop

Required Experience

  • 7-10 years experience leading customer facing organizations, across professional services, support and customer success management
  • Proven results driving sales efficiency and rapidly growing top line services and support revenues
  • Experience leading and/or working in CRM, e-Mail, Marketing Cloud, Social and/or Analytics
  • Knowledge of the full marketing technology stack and the integration points between
  • Ability to manage influence through persuasion, negotiation and consensus building
  • Strong empathy for customers and team members
  • Deep understanding of value drivers in our customers
  • Experience working with collaboration tools such as Zendesk, JIRA, Salesforce, Slack
  • Excellent organizational, interpersonal, and communication skills
  • Ability to work in a rapidly expanding and changing environment
  • Relevant Bachelor’s degree / 4 year degree
  • PMP Certification or equivalent
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