Director, Customer Success Relationships

ID 2021-4443
# of Openings
1
Job Location
UK-London

Overview

Come join IDC, the most respected global technology market research firm, recognized by the Institute for Industry Analyst Relations (IIAR) as the 2020 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

 

Amplify your career with the world's most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.

 

As Director, Customer Success Relationships you will manage a team of customer success managers and drive the expansion and integration of IDC's European Customer Success team. This team is a key competitive differentiator for IDC’s solutions, helping its clients drive value while acting as the voice of clients internally at IDC. The role requires a dynamic self-starter, who is highly customer centric with strong leadership skills.

 

This is a highly visible, fast-paced, and dynamic position that plays a core part of IDC’s strategy with strong potential for putting your own stamp on what makes a successful customer success function. Our collaborative, innovative and entrepreneurial culture is the perfect place for you to shape your future!

Responsibilities

As a trusted business partner, you’ll be focused on a positive customer experience above all else. You will ultimately be responsible for driving the expansion and integration of the Customer Success team in Europe to support a growing and increasingly diverse portfolio of customers. These customers include the leading tech vendors, users of IT, financial and investment firms, and government organisations. You will work with internal partners – in Europe and worldwide – to create and implement customer-driven improvement projects to make IDC the best-in-class customer excellence organization.

What You’ll Do:

 

Manage the growing Customer Success team in Europe

  • Setting the strategy and direction for the Customer Success team
  • All aspects of people leadership/management
  • Operational management of all aspects of the Customer Success function
  • Fostering an inclusive, collaborative environment.
  • Increasing client adoption of IDC products and services

Collaborate with internal partners for customer success

  • Partnering with other internal teams to ensure customers' needs and resolution of escalated issues are being met
  • Working with other IDC teams, especially sales, to align Customer Success management with sales impact
  • Driving Customer Success processes that support renewal and expansion opportunities by collaborating with other IDC stakeholders
  • Collecting and sharing data insights with internal stakeholders to track customer health and mitigate risk of churn
  • Improving and standardizing customer engagement processes to increase scale and resiliency
  • Contributing to the overall development of IDC's global Customer Success strategy, incl. processes and tools

Oversee Voice of the Customer projects to drive excellence throughout IDC Europe

  • Understanding our customers’ organizations, key stakeholders, and business and technology strategies
  • Identifying gaps and building new processes to deliver targeted customer outcomes

Overseeing IDC Europe's customer satisfaction, customer panel and customer reference initiatives, which sit within the Customer Success team.

Qualifications

  • Ideally 10+ years of direct experience in customer support, account management, or business development
  • Impressive executive presence and communication abilities
  • Passion for technology
  • Experience working for or with technology suppliers
  • Outgoing personality type with an unabashed attitude towards customer relationships
  • Ability to create structure in ambiguous situations and design effective processes
  • Fluency in a European language other than English is an advantage

About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For more than 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

 

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

 

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