Senior Director - Premium Support -apac Job in Icertis

Required Skills

• A minimum of 18 years of work experience with 10+ years of combined experience in Customer Support, Go-to-market and Business Development.
• We are looking at a seasoned executive with tremendous drive, intelligence and capability. She/he will be highly motivated and have the ability and desire to have an impact on the future of Icertis. The successful candidate will be a multi-dimensional thinker who operates not only based on important past experiences but considering new approaches and developments that occur in the market. Additional personal and professional attributes include:
• Need to have strong technical skills to quickly grasp the product complexity.
• Deep understanding of enterprise products and the challenges and opportunities of being in the cloud for customer support experiences.
• Preferable to have prior experience with Microsoft Azure.
• Must possess excellent management skills with a successful track record of providing an outstanding support experience for global customers of enterprise products.
• Customer focused leader with proven ability to build relations based on trust & professionalism.
• Entrepreneurial hands on working style to develop and deliver business outcomes effectively doing so even when resource and time frame constraints exist.
• Executive level strategy, communication, execution and presentation skills are required. Must be highly responsive and organized, detail oriented, strong listener, patient, customer oriented, analytical, strategic, mature, have a global mind-set, and self-motivated.
• Must possess executive presence and the ability to liaise with C suite.
• Ability to prioritize company objectives and meet aggressive deadlines; outstanding team leadership, team development and communication skills.
• An undergraduate degree in Computer Science or Engineering is required. An advanced degree, ideally an MBA or masters degree, is highly desirable.

Responsibilities

• Own support relationship with Premium customers in region
• Develop deep understanding of customers business and their ICM usage.
• Develop and execute individualized plans for each of Premium Support customers.
• Accountable for referenceability, high NPS score, ARR expansion, Revenue and Gross Margin targets in region.
• Develop a deep understanding of the Voice of the Customer and identify key opportunities for improving the customer support experience and building customer loyalty.
• Expand the support team to accommodate customer growth while coordinating with CS leaders in other regions to optimize support cost.
• Set organizational, team and individual goals. Provide coaching and regular individual feedback to team to create bench strength for future leaders.
• Work closely with internal and external teams: Customer Advocacy, Product Management, Engineering, Sales, Partners, and Finance to deliver new capabilities.
• 30% travel expected