Job details
Job type full-time
Full job description
About liferay
Liferay is a uniquely profitable open source software company with 850+ fiery-eyed employees scattered across the known worldOur flagship product is liferay digital experience platform which companies like hp, barclays, and coach use to build great web experiences for their customers and employeesAlong with making cool software, we have a greater-than-profit vision that fuels usWe give employees 5 days paid off to volunteer at charities they’re excited about and we donate a portion of our profits to various charities around the world each yearOh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run.
About you and this role
We are looking for a customer-first leader who is able to develop cs strategies and drive execution to exceptional resultsThis is a people manager position and the expectation is for the candidate to own the end-to-end customer engagement, adoption, renewal and growth for enterprise na accountsA critical expectation is that this individual influences, leads, and delivers quantifiable business results across direct line, dotted line, and cross-functional organizations.
The lead, enterprise customer success will be a team leader of csms assigned to enterprise / strategic customersThese csms are expected to deliver on our annual scorecard that may include some or all of the metrics:
Customer engagement
Customer adoption/health
Quantifiable business value / outcomes
Renewal (gross retention)
Expansion (net retention)
Csat/nps
In addition, the lead, enterprise customer success will be expected to personally nurture and develop customer executive relationships, including cxosThis individual will serve as a key evangelist both for liferay as well as for customer success and is expected to operate in a forward thinking and optimistic fashion.
Key objectives
Hire, train, and manage a team of top-performing customer success managers
Successfully re-organize team to match liferay, sales, and cs business objectives
Meet or exceed scorecard:
Customer engagement
Customer adoption/health
Quantifiable business value / outcomes
Renewal (gross retention)
Expansion (net retention)
Csat/nps
Efficiently plan and operationalize the business by deploying standardized targets, kpis, and repeatable processes, including the team’s use of salesforce.com and other software necessary for robust account management
Work with the director, na cs and director, cs operations to develop and execute on repeatable customer adoption / health scores
Work with the vp, customer operations, director, na cs, and director, cs operations to develop and execute on a repeatable business value / outcomes framework that is effectively used by all liferay regions, regardless of cs reporting status
Take high-level business goals and be able to define metrics, reports/dashboards, and executive presentations that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvementIt is essential that this leader is capable of effectively developing and delivering “board-level” presentations
Ensure strategic decisions are supported through data and analysis and can be executed in a repeatable systematic manner
Required qualifications
Minimum 10+ years of proven customer success, sales and/or consulting experience with increasing levels of responsibility
Previously owned a multi-million cs book of business and led teams (both direct and multi-level) to deliver customer engagement, adoption, renewal and growth
Professional experience supporting enterprise on-premise and/or saas software and services
Excellent organization, project management, and time management skills
Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the c-suite
Superior verbal and written communication skills
Exhibit exceptional interpersonal skills and professionalism
Ability to thrive in a global distributed organization across various time zones
Willingness to travel on a flexible schedule, based on customer location
Meet defined regional, individual, and team-based customer success team targets
Bachelor`s degree or equivalent practical experience
What we offer
Salary package w/ competitive benefits according to qualifications and experience
Opportunities to take responsibility and grow professionally
A positive and collaborative work culture
Check out what employees say about us on glassdoor
Working at a leading open source company
Equal opportunities employer - statement
Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at workOur operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.
