Job ID: 35589
Location: Madrid: Princesa 29
Position Category: Client Management
Position Type: Employee Regular
Company Overview: I4 Insight is seeking a Customer Success Director to lead our global Customer Success team. I4 Insight is part of the Maritime Performance Services (MPS) organization within Lloyd's Register. We are a leading provider of innovative SaaS Software to the maritime industry. Our customers are located across the globe and are some of the largest carriers of goods and services in the world. We are operating an aggressive organic and acquisition growth strategy and looking for a talented leader with an entrepreneurial spirit, collaborative nature, and intense customer focus.
Role Overview: This role is responsible for leading a dynamic group of people responsible for the overall support, service and delivery of our solutions ensuring we meet our customer commitments. The Director of Customer Success role is both a management role and a direct customer liaison role. The Director of Customer Success will help define strategic approaches within the business and execute on the strategy tactically. This position reports directly to the i4:Insight President and CEO, LR Fleet Optimisation Director.
What You Will Do: Lead, manage and develop the customer success team and customer success process to ensure planned results are achieved.
Lead overall Strategic Account Management team and processes who are the primary points of contact and primary customer advocates for our most important accounts.
Lead overall Technical Support and Customer Service team and processes responsible for providing support and services to all customers.
Lead overall Client Delivery team and processes including technical sales support, consulting, client onboarding, project management and training.
Oversee our shore side routing team to ensure we provide the best level of service to all customers.
Manage global Customer Success team in planning, developing and executing individual customer support campaigns ensuring compliance with established methodologies, reporting requirements and customer engagement standards.
Lead and direct the prioritization of all opportunities.
Determine overarching customer success strategy, support and coverage in alignment with company goals and objectives.
Act as key liaison with customers to communicate business initiatives, status and strategy.
Ensure our product management team understands our customer needs.
About i4 Insight: While our vision is quite large, we can't do this alone. Our passion, professionalism and vision are backed by a giant in the Maritime industry: Lloyd's Register. LR's Maritime Performance Services division is deeply committed to this digital evolution. We cut through the data noise to enhance asset performance, take an intelligent approach to risk management and ultimately give confidence that steers strategic operations.
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