Customer Success Director

Customer Success Director

As the Customer Success Director, you have accountability and responsibility for managing the success of the customers in the region. Both on the relationship, length and value of the engagement and on the revenue side. We always engage in three roles: technical, delivery and customer success. We engage together. This is also reflected in local leadership.

What you'll do

• You will be responsible for the success of our regional customers;
• Based on the product and market you are able to define a local strategy in the market on the future of various customers, regions and markets;
• Empowerment and management of the team to make decisions and operate at a level that will ensure success for the client and Backbase;
• Your span of control is fairly small, on the opposite your san of support should be large;
• You lead your own accounts. Next to regional targets, there are also personal customer targets;
• Working as a trilogy with Delivery and Operations to empower Backbase people to make decisions and operate at a level that will ensure success for the client and Backbase;
• Overall delivery success - Working with the Customer to ensure ongoing support and identify new opportunities to drive continued business and IT value;
• You are responsible for the delivery of the customer portfolio. This portfolio consists of projects from various departments within Backbase and range from implementation projects, consultancy projects, product development to training.
• Helping to create and maintain the right culture and working environment; create a culture of excellence and continuous improvement. But above all, a culture of trust;
• Driving the relationship with key delivery stakeholders at the client, ongoing alignment throughout the engagement with the client and Backbase;
• Internal stakeholder management;
• Role reports to RVP, Customer Success.

Who you are

• You have entrepreneurial mindset and a high level of initiative;
• You have proven senior account director experience in the digital world with financial institutions;
• You are pragmatic with proven leadership experience and the ability to build, motivate and direct multiple customer success teams;
• You have significant experience working regularly with C-level Client executives;
• You exercise excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization;
• You are able to perform in a high demanding environment and know how to de-escalate issues;
• You are a relationship builder in an international corporate world who knows the true meaning of strategic customer management;
• You have worked within Financial Technology Services at Sr. Management or Director level and understands how to manage digital transformation and implementation;
• The complexities and challenges both internal and external are the environment you thrive in.