Cisco Leader Scale Specialists ThousandEyes 

Portugal 

315034818

Key Responsibilities:

You will lead and directly manage a team of Customer Success Scale Specialists including recruiting/hiring, development, and performance management. Own success metrics for EMEA specifically GRR and NRR and associated leading indicators of success;

•Be a key member of the CS leadership team & the voice for Customer Success Management at ThousandEyes.

•Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services

•Ensure timely and accurate forecasting for the team

•Partner with the EMEA sales team to drive retention and expansion within your market

•Master ThousandEyes value proposition and use cases to become a trusted advisor to our customers

•Act as executive sponsor for high-value client renewals and negotiations.

•Provide relevant executive updates and escalation on technical sales opportunities

•Proven success working within a highly matrixed organization and establishing positive relationships across all functions (Product, Professional Services, Marketing, Operations etc)

•Oversee the process of conflict resolution with clients and internal/external stakeholders

•Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success)

Required Qualifications:

• At least 2-3 yrs + working as Team Manager - in Customer Success function strongly preferred
• You've got a track record of strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
• Proven experience in Account Management, Customer Success, Sales, or related field
• Experience with renewals, adoption, cross-sell and upsell
• A deep understanding of the customer journey and what success means in Enterprise SaaS
• A customer-focused mentality and passion for our customers’ success with the ability to balance the needs of the customer with those of the business
• A consistent track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a fast paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• Data-driven with strong analytic background
• Proficiency with CRM tools (Salesforce, Catalyst, Gainsight etc.)
• Experience creating and delivering presentations

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