Job Description
Job Title
Customer Success Director
Job Family
Senior Management
Job Grade
F1
Department
Customer Success
Reporting to
 Chief Customer Excellence Officer
Direct Reports
 
 
Job Purpose
The purpose of this job is to help drive the company’s growth strategy through managing your own commercial portfolio as well as leading the Customer Success department.   As the Customer Success Director, you will be reporting directly into the Chief Customer Excellence Officer. Your target is to achieve measurable commercial growth through increased customer expansion and retention strategies. The ideal candidate will have a commercial track record and a strong leadership experience, ideally, in the language industry or a related field.
 
Duties & Responsibilities includes and is not limited to:
 
Lead, coach, and mentor the Customer Success team to deliver exceptional customer experiences and growth/revenue outcomes.
Manage a portfolio of strategic customers, acting as their primary point of contact and overall account owner.
Facilitate and drive alignment between customer expectations and delivery/quality of service.
Develop and maintain strong relationships with key stakeholders internally and externally
Regularly partner with customers to understand and align on their short- and long-term objectives.
Identify opportunities to increase customer lifetime value and execute those opportunities in collaboration with internal teams.
Embrace the Customer Success mindset and become a trusted advisor to customers.
Build commercial strategies to regularly expand Tarjama’s share of wallet.
Record keeping and reporting functionalities.
Help setting the CS KPIs and continuously evaluating and improving Customer Success processes and strategies to ensure the team is providing maximum value internally and externally.
Act as a subject matter expert on Customer Success, providing guidance and leadership to all internal and external stakeholders.
 
 
Education, Experience & Qualifications
 
Bachelor’s degree in a relatable field.
At least 14 years of proven work experience in a commercial and customer facing environment. 
At least 5 years of experience in a leadership position.
Exceptional ability to communicate and foster positive business relationships.
Excellent level of proficiency with MS Office Project, Excel, Visio, PowerPoint, and SharePoint. Reporting tools such as PowerBI are a plus.
Excellent analytical and problem-solving skills.
Excellent written and verbal communication skills.
Excellent Presentation Skills.
Proven ability to work in an ambiguous environment and collaborate across multiple areas to achieve a common business objective. 
Excellent client-facing and internal communication skills.
Excellent command of both spoken and written English. Arabic is a plus.
Excellent communication and leadership skills.
Organizational and time-management skills.
Self-starter, and is able to create and drive commercial value.
Tech savvy. Understanding of language service technology and Cat tools is a plus.
 
Behavioral Competencies
Technical Competencies
Planning & Organizing
Team Building & Management
Decision Making
Negotiating & Persuasiveness
Coaching/ Mentoring
Account & Portfolio Management
Product Adoption
Customer Advocacy
Customer satisfaction & retention