Director, Customer Success Manager

Your responsibilities will include:

• Acting as the trusted advisor that drives product adoption and satisfaction of our Success Plan and Top-20 global customers.
• Creating a relationship of trust and technical credibility with our customers to better identify and meet their Data Governance and Security needs.
• Staying up-to-date with the latest Odaseva Platform enhancements and known issues to be relevant and impactful with your customers and peers.
• Leading the onboarding process of our key customers.
• Accelerating the adoption of the Odaseva products for each customer to help them achieve maximum value from their investment in our technology.
• Delivering deep product demos to increase the awareness of our products to our customers.
• Being the main point of contact for your customers and sharing your knowledge to address complex use cases.
• Being the escalation point of contact when needed and driving proactive/reactive initiatives to manage accounts at risk (red accounts).
• Being the Voice of the Customer for feedback to the relevant streams regarding product enhancements, new features, and processes change suggestions to improve our technology, support and elevate customer experience.
• Mobilizing other Odaseva resources in order to maximize customer satisfaction.
• Engaging in renewal and upsell conversations with designated Sales team members to expand the Odaseva customer footprint.
• Sharing your technical knowledge with the greater CSM / CST organization through regular enablement sessions.
• Participating to the creation of meaningful content to improve our Knowledge Base and overall documentation.

You will bring:

• 12+ years of proven experience working in a customer-facing technical role within the Salesforce ecosystem or in the Data Governance, Backup, or Security industries.
• 5+ Salesforce certifications (Admin, Advanced Admin, Platform App Builder, Developer, Cloud Consultant, etc).
• Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
• Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
• Project manager mindset (prioritization, multitasking and organization skills)
• Willingness to share their technical knowledge with their peers.
• Excellent written and verbal communication skills, empathetic, good listener with the ability to establish trustful relationships.
• Ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
• Ability to align our platform features with customer objectives.
• Understanding of key data governance concepts (backup, restore, security) and share this knowledge with customers via meetings, webinars, and whitepaper and peers in CSM training sessions.
• Ability to prioritize and perform effectively in a highly dynamic work environment.
• Full professional proficiency in English and in French