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Director, Customer Success

Company: Innovapptive Inc
Location: Houston
Posted on: March 19, 2023

Job Description:

Director of Customer SuccessLocation: Houston/Remote, USTravel Percentage: 0% - 10%Employment Type: Full-Time; SalariedReports To: EVP of Professional Services & Customer SuccessCompensation: Competitive Salary, Bonus, Stock Options, Health Benefits, PTOJob DescriptionAbout Us:At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and "Code-Free" connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world's largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!Our mission is made possible by Innovapptive's most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.The RoleInnovapptive is a connected worker platform leader for front-line workers working in maintenance, operations and store rooms. Innovapptive is seeking an experienced and dynamic Director of Customer Success to lead our customer success team. The successful candidate will be responsible for ensuring our customers have a positive experience with our platform and will work closely with our professional services teams, sales and product teams to drive customer satisfaction, gross retention, renewals and net retention. In addition to overseeing day-to-day operations, the Director of Customer Success will focus on hiring and building a team capable of managing a portfolio of accounts, project management, solution design and architecture, organizational change management, tracking adoption metrics, and value engineering.How You Will Make an Impact:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strategic Accounts Leadership: Lead and manage the customer success team of strategic accounts to ensure exceptional customer satisfaction, adoption improvements, retention, and expansion.
  • People Management & Recruiting: Hire, train, and manage a team of customer success professionals with a focus on developing a strong talent pipeline and building a high-performing team.
  • Customer Success Playbook Development: Develop and implement customer success strategies, playbooks, processes, and best practices that align with the company's goals and objectives to improve adoption, gross retention and net retention.
  • Cross-Functional Team Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including sales, product, and engineering teams.
  • Issue Resolution: Work with the product team to ensure that the platform meets the needs of our customers and drives value for them.
  • Customer Intimacy and Monthly Business Reviews (MBR): Collaborate with the sales account managers to conduct monthly business reviews, establish deep account level relationships, showcase value generated and identify cross-sell and upsell opportunities with existing customers.
  • Project Management and OCM: Use project management skills to drive successful implementations and support of the platform for new customers, including solution design and architecture, organizational change management, and tracking adoption metrics.
  • Value Engineering & Case Studies: Implement value engineering practices to ensure customers are realizing maximum value from our platform and successful customers are converted into case studies by working with the customer advocacy and marketing teams. Serve as a customer advocate and provide feedback to internal teams on ways to improve the customer experience.
  • Adoption: Analyze customer data and insights to identify areas for improvement and recommend solutions to enhance the customer experience.
  • Internal Executive Stakeholders Reporting: Provide regular updates to senior management on the progress of customer success initiatives.
  • Other duties as assigned.What You Bring to The Team:Required Qualifications
    • Bachelor's degree in business, marketing, or a related field.
    • 7+ years of experience in pre-sales, customer success, account management, or a related field.
    • Experience leading and managing a team of customer success professionals.
    • Excellent communication and interpersonal skills.
    • Strong analytical and problem-solving skills.
    • Knowledge of industrial SaaS platforms and related industries is preferred.
    • Proven ability to build and maintain strong relationships with customers and internal teams.
    • Ability to work independently and manage multiple priorities in a fast-paced environment.
    • Project management experience with the ability to lead complex projects from start to finish.
    • Familiarity with value engineering practices and their application to customerPreferred Qualifications
      • Prior experience working with asset intensive companies and specifically with front-line workers in maintenance, operations and store rooms.
      • Previous successes in solution engineering, project management or customer success for SaaS based services.
      • Experience in leading digital transformations focused on business enablement.
      • Understanding of industrial environments, IT/OT convergence, and IIOT.What We Offer: US & Other Regions
        • A positive, open, and highly-innovative environment and team.
        • Competitive Compensation Package
        • Full benefits (health, 401(k) with company match, etc.)
        • Entrepreneurial spirit with unlimited opportunity to grow
        • Opportunity to work with leading global brands on exciting and impactful projectsInnovapptive does not accept and will not review unsolicited resumes from search firms.Innovapptive Inc. is an Equal Opportunity Employerminorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

Keywords: Innovapptive Inc, Houston , Director, Customer Success, Executive , Houston, Texas

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