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Director, Services Engagement

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Job Description

We are currently seeking a Director, Client Engagement for our Charlotte, NC office.  If you constantly strive for excellence, are passionate about innovation, and want to work with a collaborative, energetic team - then AGDATA is for you. We are looking for a creative, innovative, and inspiring personality with a passion for customer success and expansion. In this position you will be responsible for hiring, training, coaching, and leading a team of new and established Engagement Managers in a fast-paced and rapidly changing environment. In this role, you will work closely with AGDATA leadership to help build an elite team to execute and improve the customer experience. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. The most qualified candidates will be problem solvers, have a track record of getting things done and be obsessed with process.

You will have the opportunity to:

  • Develop account strategy, managing implementations, deliver annual customer retention objectives and enhancing overall customer satisfaction
  • Deliver business impact and innovation to customers by truly understanding their key business drivers
  • Drive the incorporation of Customer Success principles throughout the organization by staying on top of industry trends and capturing the voice of the customer
  • Lead a team of Engagement and Project Managers, which includes onboarding new team members, fostering an environment of collaboration, and continually focusing on improving and developing skills
  • Maintain a high level of team engagement and motivation
  • Develop and implement scalable and efficient strategies to enhance the customer lifecycle
  • Understand the customer journey, creating, operationalizing and refining processes—working cross-functionally and building strong internal and external relationships
  • Identify and implement process improvements that positively impact our operations as well as the overall customer experience Become an AGDATA solution-adoption expert so that you can intelligently discuss and teach the value and purpose of each AGDATA product as well as the adoption roadmap
  • The Director, Engagement Management is a high-impact and very visible role responsible for ensuring the pervasive enterprise adoption of AGDATA Solutions
  • Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired
  • Collaborate with cross-functional teams to develop specific short and long-term account plans that both meet the needs of partners and optimize revenue and retention opportunities
Skills & Requirements

Our Ideal Candidate will have:

  • 8+ years of experience as a customer facing leader responsible for the management of successful business operations for a fast-growing Software as a Service (SaaS) business or related technology
  • Demonstrated experience managing service delivery to a strategic portfolio of clients and improve customer satisfaction

  • Experienced in people management and development; demonstrated leadership through accountability, continuous learning and improvement
  • Possess a big-picture vision and ability to effectively roadmap a desired outcome, and the delivery know-how to make that vision a reality
  • Ability to handle multiple projects simultaneously and thrive in a fast-paced, high-growth environment
  • Ability to translate business issues into customer solutions including opportunity identification, requirements development, and delivery
  • Experience working and delivering on goals in an Agile environment

  • Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives
  • Detail-oriented individual who also has the ability to think and plan strategically
  • Self-motivated, entrepreneurial in nature and comfortable and experienced in change management

  • Proven ability to adapt in a fast paced, constantly changing environment
  • Used data to analyze results and make data-driven decisions

  • MBA or Master’s degree preferred, PMP certification preferred