Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

Sr Director, Customer Success

Job Overview

We seek a highly knowledgeable and people-centered leader to lead our Customer Success team. Our ideal candidate has direct experience implementing company-wide strategic initiatives in Organizational Transformation, Culture, Change, and/or Training and Development at Fortune 1000 organizations. We’re looking for someone with culture-oriented consulting experience who is passionate about partnering with leaders & teams to build thriving and highly productive workplace cultures. As a self-driven leader and strategic partner, you will lead us in driving our revenue goals and building a truly world-class Customer Success operation. As Director of Customer Success, you will spearhead our Customer Success vision and develop scalable systems and practices for growing our existing partnerships and cultivating new ones.

Embrace and promote a customer centric culture by embodying our Customer Promise: “At CA, we strive to consistently deliver a superior experience by putting your organization at the center of all we do. The ultimate measure of our success is through your success and earning your trust as a strategic partner.”

Key Responsibilities

• Coach and lead Customer Success team(s) to greater productivity and support of the company's strategic objectives, and ensure that teams receive training as needed to be successful and grow within their roles and potentially beyond.
• Experience building / managing Customer Success/Account Management teams (ideally in B2B SaaS organizations)
• Ability to unite and inspire a team to achieve your shared goals
• Improve customer satisfaction, time to value, and customer reference-ability to support our new technology sales and existing portfolio renewal efforts.
• Collaborate with Support to ensure customer issues are addressed.
• Provide forecasts of activity and business health checks to the VP, Customer Success
• Serve as key advisor to VP, Customer Success by providing the proper information and associated business analysis to enable educated decisions about operational performance as they relate to the overall business plan.
• Manage a team of individuals from Customer Success with strategic accountability for meeting business objectives.
• Ensure successful Customer Outcomes within defined territory.
• Define and Implement strategic plans, goals and objectives for the business division. Work collaboratively with team members to define methods, techniques and evaluation criteria for obtaining results.
• Deep knowledge of Account Management metrics and industry benchmarks, as well as the ability to make a monthly Account Management report for an Executive Leadership team
• Cultivate open pathways for communication across all departments (especially between the Customer Success and Sales teams) to ensure optimal transfer of knowledge and relationships.
• Pioneer enterprise Customer Success processes and best practices, and transfer that knowledge efficiently to new team members.

Qualifications:

• Typically requires 10 or more years of broad and real-world IT experience, industry-related experience, and detailed technical knowledge and expertise within the disciplines of Enterprise IT Management.
• Experience in managing teams of 5 plus employees
• Broad understanding of industry trends and directions.
• Previous customer-facing experience with a large enterprise software vendor (preferred).
• Excellent written and oral communications skills; excellent presentation and public speaking skills.
• Strong executive presence.
• Ability to navigate across the organization to solve problems.
• Self-motivated and able to effectively manage customer activities without frequent supervision.
• Strong coaching and mentoring skills.

More About Working at CA:

CA has earned scores of Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Anniversary Service and Sick Days, 401(k) Plan, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program.