Director of Customer Success


Director of Customer Success

  • Location

    Solihull, West Midlands

  • Sector:

    Programme & Project Management

  • Job type:


  • Salary::


  • Contact:

    Luke Coleman-Evans

  • Contact email:


  • High Salary:


  • Low Salary:


  • Reference:


  • Job Published:

    about 1 year ago

  • Expiry Date:


  • Startdate:


Director of Customer Success

What you will do

Your role as the Director of Customer Success within the EMEA region will be to lead the Customer Success Group ensuring the development and execution of processes and programs designed to improve customer satisfaction, retain customers and drive revenue in both pre and post-sales support.

Reporting into the Head of Global Professional Services you will focus on ensuring ShopperTrak delivers an exceptional service across the globe, localizing Customer Success Strategies to achieve client's business objectives. The Director of Customer Success also works closely with Regional Leadership, Local Sales Teams, and the Global Solutions Team to align strategic objectives with Customer Success deliverables.

How you will do it

As the Director of Customer Success you will hire, train, develop and lead a team of 20-40 multinational Customer Success Professionals to deliver on ShopperTrak's world class service commitment. You will own long-term Customer Success Strategy, aiming for continuous improvement of customer satisfaction and revenue contribution/retention. Acting as a positive impact on NPS and other CSAT scores through effective coaching and issue identification with the goal of helping retain 60M+ recurring revenue.

This position will also be influential in driving programs to contribute 12M+ in new revenue through product adds, finish the roll out, and successful pilots. In addition a major part of this role will involve managing client process pains and recognizing opportunities to deliver the best possible solutions. You will partner with all internal departments such as Marketing, Sales, Finance, Operations, and Technology to ensure processes are designed with a customer first approach.

What we look for

[Required Qualifications - Education, Skills & Experience]
*BS/BA required, MBA preferred.
*12+ years team leadership ideally within a multinational setting.
*Exceptional oral and written communication skills including presentation skills.
*Experience using metrics to make data-driven decisions.
*Customer focused, ambitious, able to work independently and organize workload efficiently.
*Proven sense of urgency in completing daily tasks and meeting deliverables

[Preferred Qualifications - Education, Skills & Experience]
*Proficiency in Salesforce and Microsoft Office applications (Outlook, Word, Excel and PowerPoint) required.
*Ability to address tactical issues as well as maintain a long-term strategic vision
*High degree of critical thinking skills
*Retail industry experience.

Who we are

At Johnson Controls, we're shaping the future to create a world that's safe, comfortable and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way.