[Hiring] Senior Director of Customer Success @Trane Italia

Role Description

As Nuvolo's Head of Customer Success, you will lead Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients, while maximizing retention and expansion opportunities. You will build a high performing team to ensure client satisfaction for all Nuvolo customers, while growing and mentoring members of the Customer Success team across multiple tiers. You will be responsible for leading a team focused on maximizing retention, identifying potential areas of expansion, and increasing engagement, advocacy, and references in our customer base. You will also oversee key executive relationships with our most strategic customers, ensuring maximum value and adoption is attained by our platform capabilities.

Key Responsibilities

• Customer Retention & Growth
  • Own customer retention, Net Revenue Retention (NRR), and expansion goals across our customer base, and in collaboration with our sales and Go-To-Market strategy.
  • Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability.
  • Develop and execute a scalable customer success strategy that ensures customers realize maximum value.
  • Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities.
  • Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals.
  • Execute an industry-leading customer health scoring framework to predict risks and opportunities.
  • Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized.
• Leadership & Team Development
  • Build, scale, and mentor a world-class Customer Success team, including Customer Success Managers and Partner Success Managers.
  • Define career paths and develop talent through training, coaching, and performance management.
  • Foster a customer-first culture that aligns with key business objectives.
• Customer Journey & Advocacy
  • Optimize the customer journey from onboarding to renewal and expansion.
  • Build cross-functional relationships within Nuvolo to create a unified customer experience.
  • Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for our most high-value customers.
  • Identify and develop key customer advocates, collaborating with the Marketing organization to generate case studies, referrals, and success stories that maximize Nuvolo’s brand in the industry.
• Cross-Functional Collaboration
  • Partner with Sales to ensure smooth customer handoffs occur, and there is optimal alignment on expansion strategies.
  • Work closely with Product & Innovation leaders to deliver actionable customer insights that help influence our roadmap.
  • Collaborate with marketing to drive customer engagement, content strategy, and advocacy programs.
  • Align with Support and Professional Services to ensure a seamless post-sales experience.
  • Work with other department leaders and teams to coordinate Path to Green efforts and ongoing delivery, support, and operations.
• Data, Technology & Process Optimization
  • Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts.
  • Evolve metrics and KPIs that showcase growth opportunities and engagement success.
  • Own the narrative on customer success metrics, ensuring accurate forecasting of retention and expansion.
  • Leverage Customer Success technology (e.g. Gainsight, Salesforce, etc.) to automate and scale engagement with customers and to optimize internal use.
  • Continuously refine CSM playbooks, workflows, and reporting for efficiency and effectiveness.

Qualifications

• 10+ years’ experience in a Customer Success Leadership position, handling highly complex issues; strong leader with a track record of building and growing high performing teams.
• Outstanding communication skills at the C-Level: Both Written and Verbal Communications.
• Deep experience leading and responding to complex critical incidents; demonstrated ability to manage multiple initiatives at one time.
• Technical knowledge of complex systems.
• Previous experience directing and maximizing the benefits of collaborating with global teams.
• Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement.
• Strong collaborator, communicator and work well cross-functionally.
• Strong organizational skills and pursue measuring the impact of you and your team’s performance.

Core Competencies

• Identifies and Resolves Conflict Effectively.
• Builds Strong Teams.
• Influences Without Authority and Manages Stakeholders Effectively.
• Communicates Powerfully and Prolifically and Presents Ideas Effectively.

Compensation

• Annual Base Salary Range: $143,513.33 - $231,200.00
• Compensation Type: Salary
• Incentive Eligible: No
• Sales Commission Eligible: No

Disclaimer

We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Safety Sensitive Role

No. The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

Equal Opportunity Statement

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.