Head of Customer Success; Remote

우리의 미션에 함께하세요! 건물, 주택, 그리고 운송 분야에서 쾌적하고 지속 가능하며 효율적인 기후 솔루션을 선도하는 글로벌 기업으로서, 우리는 지구를 최우선으로 생각할 책임이 있습니다. 저희는트레인 테크놀로지스및 당사의 다양한 사업을 통해트레인등록상표및Thermo King지속가능성은 단순히 우리의 비즈니스 방식이 아니라, 바로 우리의 비즈니스 그 자체입니다. 여러분은 세계가 직면한 과제를 대담하게 바라보고, 의미 있는 가능성을 발견할 용기가 있으신가요?

더 나은 미래를 만드는 데 기여하고 싶으신가요? 만약 답이 ‘예’라면, 지속가능한 세상을 위해 가능한 것에 과감히 도전하는 저희와 함께할 것을 진심으로 제안합니다. 저희에 대해 알아보세요혜택직장과 가정에서 성공할 수 있도록 설계되었습니다. 우리는 과감하게 나아갑니다.

작업 위치: 가상

Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on Service Now, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other.

As Nuvolo's Head of Customer Success, you will lead Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients, while maximizing retention and expansion opportunities. You will build a high performing team to ensure client satisfaction for all Nuvolo customers, while growing and mentoring members of the Customer Success team across multiple tiers.

You will be responsible for leading a team focused on maximizing retention, identifying potential areas of expansion, and increasing engagement, advocacy, and references in our customer base. You will also oversee key executive relationships with our most strategic customers, ensuring maximum value and adoption is attainted by our platform capabilities.

Customer Retention & Growth Own customer retention, Net Revenue Retention (NRR), and expansion goals across our customer base, and in collaboration with our sales and Go-To-Market strategy Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability Develop and execute a scalable customer success strategy that ensures customers realize maximum value Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals Execute an industry-leading customer health scoring framework to predict risks and opportunities Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized Leadership & Team Development Build, scale, and mentor a world-class Customer Success team, including customer Success Managers and Partner Success Managers Define career paths and develop talent through training, coaching, and performance management Foster a customer-first culture that aligns with key business objectives Customer Journey & Advocacy Optimize the customer journey from onboarding to renewal and expansion Build cross-functional relationships within Nuvolo to create a unified customer experience Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for our most high-value customers.

Identify and develop key customer advocates, collaborating with the Marketing organization to generate case studies, referrals, and success stories that maximize Nuvolo’s brand in the industry. Cross-Functional Collaboration Partner with Sales to ensure smooth customer handoffs occur, and there is optimal alignment on expansion strategies Work closely with Product & Innovation leaders to deliver actionable customer insights that help influence our roadmap Collaborate with marketing to drive customer engagement, content strategy, and advocacy programs Align with Support and Professional Services to ensure a seamless post-sales…