Sr Director, EMEA Customer Success

Reporting to the SVP Global Customer Success and Renewals, as the head of EMEA Customer Success, the Sr Director will ensure the long-term sustainability and profitability of Ping’s EMEA customers by leading initiatives that drive success at each step of the customer journey.  They will also enable customer value-addition by delivering the customers’ desired outcomes so Ping may drive expansion and realize the full value of the Ping and customer partnership while creating the conditions for successful renewal execution. 

KEY RESPONSIBILITIES:

• Provide strategic leadership of the customer success team across EMEA as a member of the EMEA Go To Market SLT, partnering with EMEA renewals, services, and support teams.
• Execute the EMEA variants of our global customer success approach by achieving OKRs, KPIs, customer metrics on health score that effectively gauges the success of the customer journey and department performance. 
• Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
• Enabling desired customer success outcomes by aiding renewals and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Drive adoption and mindshare in Post Sales Bundle strategy across Services, Support, Success offerings
• Drive accurate forecasting of risk, remediation of risk, and on time renewal execution of our install base, teaming with expansion reps for predictable bookings outcomes from forecast to actuals  
• Optimize all CS processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.
• Establish excellent Partner, Product and Sales working relationships to improve NRR 
• Discover and Foster expansion conversations that enable account growth into new use cases and maturity levels
• Challenge our Executive customer contacts to increase their scale, maturity, breadth and depth of platform usage
• Foster a culture of value realization, data driven customer health conversations and early warning on troubled or risk based customer scenarios
• Recruit,and onboard new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Enable Cross-functional team management, compensation management, and contributing to decisions regarding team structures, role design, coverage models, and operating models
• Manage executive customer relationships across the entire GTM team, helping others on the team maintain and improve the relationships under their purview.
• Drive successful Sales, SE, Partner, Services and Support execution across POD model of account management.

SKILLS AND COMPETENCIES

• Minimum 10 years of experience working as a customer success / GTM  leader with accountability for a NRR, renewals, services, adoption with proven performance and specific goal achievement. Across pre and post sales models
• Experiencing owning an enterprise book of business, upwards of $100M in ARR 
• BS in Business or Technical domain or equivalent experience required; MBA degree preferred
• Strong strategic thinking and business acumen, with the ability to translate market insights into actionable plans
• Results oriented with multiple years meeting or exceeding quota by rationalizing coverage models, compensation plans, and GTM motions
• Outstanding presentation and client-facing skills
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the GTM organization, its activities, and relevant stakeholders
• High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members. 
• Deep understanding of SaaS and software businesses, with knowledge of both the subscription and renewal models and the commercial experience to shape them
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge including creating and closing Seven figure transactions at scale, and empathy for all GTM roles from sales, presales, services and success vantage points
• Experience driving operational improvement for pre and post sales processes, implementing workflow and service systems to drive pace and control of revenue transactions
• Success driving predictable, consistent overachievement of renewal forecast and plan every 90 days, track record of bookings/renewals performance in publicly traded software companies highly desired
• Strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Financial and Operational analysis skills
• Driving insights from data as a core competency to leading business execution
• Identity and Access Management experience highly desired
• Enterprise Architecture acumen highly desired
• Fortune 5000 Customer segment focus and experience highly desired