Job Information
Emerson Director of Customer Success in CLUJ NAPOCA, Romania
The Director of Customer Success is a global leadership role passionate about driving recurring customer value realization and supporting long-term value growth. The role works closely with marketing, sales, operations, and support teams owning the charter for customer success to ensure a successful transition from solution sales to delivery and drive customer satisfaction throughout the lifecycle. This role is directly responsible for leadership of the Center of Excellence for Customer Success in Cluj and will guide customer success roles within the world areas in support of the above objectives.
In This Role, Your Responsibilities Will Be:
To develop, monitor, and lead the Customer Success Strategy and metrics (onboarding, first time to value, adoption, expansion, retention, customer happiness, and recurring revenue) for the subscription portfolio.
To champion and drive the customer success charter and strategy internally and externally.
To lead, develop, and drive outstanding operations for the Customer Success Center of Excellence in Cluj from customer onboarding to retention.
To develop, plan, and implement strategies that address customer needs and balance internal and external collaborator requirements and expectations.
To gain insight into customer needs and partner with other key collaborators to develop and ensure the end-to-end customer experience is mapped for each subscription offering.
To optimally communicate the vision of customer success and drive clarity around organization roles and responsibilities.
To build and maintain networks to exchange ideas, resources, and know-how across a variety of functions and locations internally and externally.
To improve customer value through onboarding and adoption of best practices and dotted line leadership for WA and business CSM roles strong dotted line into this role
Who You Are:
You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. You model and encourage the expression of diverse ideas and opinions. You effectively align the interests of multiple, diverse partners. You develop innovative scenarios to deal with the global uncertainties the organization will encounter. You see the big picture, constantly envision future scenarios, and build strategies to sustain competitive advantage. You seamlessly adapt your style to fit the specific needs of others.
For This Role, You Will Need:
Bachelor's degree required.
8 years of total professional experience with at least 4+ years of sales or customer success-related experience.
Strong ability to work collaboratively in a team environment.
Excellent presentation skills – proven track record of delivering value messages catered to different audiences.
Ability to effectively communicate a vision.
Excellent written and oral communication skills.
First-hand experience with customers.
Strong understanding of Emerson's subscription portfolio and/or customers' needs around the total automation lifecycle.
Preferred Qualifications that Set You Apart:
• MBA degree or equivalent experience.
• Skills and experience in working across multiple geographic locations (i.e. Americas, Europe, Asia, Middle East).
• Plant or manufacturing experience.
• Familiarity with worldwide Emerson Automation Solutions Sales/Operations channels.
• Experience building and leading a new organization.
• Customer Success Management certification and engagement in the Customer Success community.
Our Offer to You
We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to build a workplace that is encouraging and exciting!
Depending on location, our flexible work-from-home policy allows you to make the best of your time, by combining quiet home office days with collaborative experiences in the office so that you can personalize your work-life mix.
Moreover, our global volunteer employee resource groups will empower you to connect with peers who share the same interests, promote diversity and inclusion, and positively give to communities around us!
Requisition ID : 24007206
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.