Customer Success Director

Manhattan designs, builds and delivers market-leading Supply Chain Commerce solutions for its customers around the world. We help drive the commerce revolution with unmatched insight and unrivaled technology, connecting front-end revenue and relationships with back-end execution and efficiency-optimized on a common technology platform. This platform-based approach is enabling leading companies across the globe to get closer to their customers and achieve real-world results.
JOB SUMMARY
The Customer Success Director has the overall responsibility for the success customers in the use of Manhattan applications as they interact with technical support and post-implementation services. Success metrics include customer business KPIs, product feature usage rates, customer advocacy, effective and efficient use of internal resources, services sales goals, and ensuring consistent, high quality support and service is provided by all team members. The Customer Success Director provides leadership and direction to ensure proper support is delivered to address software defects, provide configuration assistance, advise on operational improvements, develop additional extensions that drive customer ROI, and consult on software and/or industry trends to develop long term account strategies. The Customer Success Director provides leadership for services sales activities, with a goal of driving additional revenue and increased product functionality usage, and directs the team that implements the resulting projects.

MINIMUM REQUIREMENTS

  • Minimum 5 years applicable experience selling high value implementation consulting services, including 3+ years of supply chain experience
  • 7-10 years of experience leading software support or implementation consulting
  • Proven experience supporting and driving the adoption of subscription/SaaS licensing models
  • 2+ years of experience leading a customer success management program
  • Comfortable with direct customer facing interaction at all levels of the organization
  • Average travel up to 50%

EDUCATION REQUIREMENTS
  • Bachelor's or foreign equivalent degree in degree in industrial engineering, logistics, or information systems

Principal Duties and Responsibilities
  • Lead a team a 5+ Customer Success Managers and a Post-Implementation Services Team
  • Lead and manage a world class team
    • Foster a culture of customer success within all of CSO and MA
    • Build, lead, manage, train and support your team ongoing
    • Set expectations and provide timely and effective feedback
    • Support others in their efforts to manage day-to-day issue resolution activity
  • Be a trusted advisor for your customers
    • Understand and influence supply chain strategy/roadmap and business success drivers
    • Manage and refine customer lifecycle processes, including touch points, listening points, and executive briefing reviews (EBR's)
    • Work to avoid escalations and successfully manage those that do occur
    • Lead quarterly business reviews with customers and share executive-style updates
    • Present the Manhattan vision, product footprint, and software capabilities
    • Develop compelling value propositions based on ROI cost/benefit analysis
    • Ensure follow up on all customer satisfaction survey feedback
  • Lead up-selling activities for current and future customers
    • Create and manage customer feedback loops
    • Identify opportunities for continuous improvement
    • Identify, develop and close opportunities for Manhattan's software services
    • Lead selling against annual revenue targets for subscription and traditional services
  • Lead cross-functionality of customer success
    • Work with PSO and Sales ongoing to clarify and define ownership for each part of the customer's journey
    • Provide feedback to Sales, Marketing, and Product Management for prospecting
    • Manage and ensure smart hand-offs of all customers post go-live
    • Create and manage customer dashboards for customer success
    • Engage closely with the Post-Implementation Services Team as they implement services sold
  • Lead the team that Post-Implementation Services Team
    • Activates new functionality and implements major projects after the initial go live
    • Oversee project dependencies that occur during significant design, configuration, testing and implementation efforts through technical and operational project managers
    • Monitor project completion from initiation through delivery to meet revenue and cost projections

ADDITIONAL CHARACTERISTICS
  • Ability to communicate with C-level Executives
  • Engagement management and influencing skills
  • Ability to up-sell, build and manage existing customer relationships
Manhattan Associates is at the forefront of the most innovative technologies, in a business casual environment that provides plenty of opportunity for growth. We pride ourselves on promoting a culture that encourages open minds, fosters superior communication and creates new possibilities. Manhattan Associates is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E-Verify Program allows Manhattan Associates to confirm the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been completed.


Meet Some of Manhattan Associates's Employees

Rob T.

Senior Vice President, Global Research and Development, Manhattan Associates

The inner workings of software are very complex, and it's very difficult to produce, so you need a high intellect and energy.

Daniell M.

Software Consultant

It’s Daniell’s job to provide technical solutions, support, and program upgrades to Manhattan Associates’ warehouse distribution management software clients after platform implementation.


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