About GTT:
GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.
We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.
Role Summary:
The Director, Customer Success role is to create and drive a Customer First and Customer Success focus. The Customer Success team is at the frontline of customer satisfaction, adoption and renewals. This role will lead a regional Customer Success team supporting a defined customer base of accounts.
Key Attributes:
- Demonstrated ability to drive shared vision, inspire collaboration, and drive key success objectives with momentum
- Experienced in navigating change and ability to be agile in an ever-changing environment
- Comfortable with public speaking and facilitating large group sessions
- Exceptional communication skills and the ability to influence where needed
Duties and Responsibilities:
- Lead team to execute Customer Success programs for GTT to accomplish customer retention and growth objectives.
- Monitor key metrics and processes across the customer base from customer acquisition to customer engagement to customer retention
- Focus on achieving and maintaining all team Customer Success targeted goals
- Execute strategies for customer retention and expansion.
- Utilize analytic tools to help the management team and understand customer trends and behaviors that will help drive business decisions, including predictive analytics
- Provide management greater insight into the customer base, (i.e. projections and reporting on usage, churn, risk etc.) by defining overall adoption metrics, forecasting and reporting results
- Recommend improvements to reduce administrative work and improve customer satisfaction based on the customer lifecycle
- Execute processes that help deliver value to the customer base, drive renewal rates, upsell rates and early adoption of new technologies
- Create a culture of teamwork and success while achieving GTT’s key objectives
- Develop and participate in new business presentations
- Coach team throughout all stages to ensure a “Customer First” culture
Required Experience/Qualifications:
- Bachelor’s degree
- 7+ years of customer success leadership experience in a business-to-business environment with a technology solution
- Excellent leadership skills
- Excellent data analytic and presentation skills
- Ability to develop solid working relationships and influence cross-functional leaders
Hours/Travel/Shift:
Travel as needed.
Core Competencies
- Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
- Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
- Communication: Understanding of the importance of insightful listening and communicating and ability to provide information and messages in a way that produces clarity and impact.
- Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
- Customer Analytics: Knowledge of technologies, techniques and practices for the evaluation of customer data; ability to analyze customer activity and demographic data for the purpose of predicting future customer behaviors and trends.
- Customer Behavior and Preferences: Knowledge of customer behavior and preferences; ability to predict and motivate the behaviors and preferences of existing and desired future customers, and tailor products to meet their needs.
- Customer Experience Management: Knowledge of customer experience management; ability to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
- Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
- Customer Segmentation: Knowledge of customer segmentation; ability to differentiate customers into meaningful groups and to establish interactions and service levels appropriate to each group.
Universal Competencies
- Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
- Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
- Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.
EEO Statement:
GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.
