Director Customer Success - CSMs

Job Description

Intel is seeking a Director of Customer Success to manage CSM's, drive customer deployments, and expand revenue. This individual will balance a mix of operational, programmatic, strategic, and planning responsibilities in support of our customers and the overall software business. This is a critical role reporting directly to the VP of Customer Success. The ideal candidate will be someone who has spent time in roles such as CSM management, business expansion and operations, sales, business strategy, and Project Management. It is very important that this individual can engage and work well across all functional areas of Intel including customer, engineering, and sales.

Responsibilities
PRIMARY

• Build and manage the Customer Success Plan per account; this includes success metrics and milestones, onboarding, and working with technical resources to resolve issues.

• Build field relationships; person must be able to build trust with the sales field and follow up, in a rhythm to customer progress. This is role requires travel to be on premise at customers as needed.

• Help in formulating the over-all strategy of Customer Success to encompass Intel vision and Industry best practices.

• "Create the brand" for Customer Success for production/expansion of cloud services revenue.

• Develop both internal and external customer comms. Comprising social, internal company meetings, industry, and public forums for evangelizing the message of CS from an Intel POV.

• Field enablement of CS with all regions and field leadership teams.

• Developing and end to end view around Customer Experience with the aim of moving the needle on NPS and delivering amazing customer outcomes.

• Coordinate staff meetings and communications for the VP.

• Partner with Communications Partner on communications strategy for both internal and external messaging.

• Engage with finance partners to drive P and L and business data analysis to make and execute strategic decisions.

• Partner with HR Business Partner to plan and drive a performance management process to create a high-performance culture.

Qualifications

Qualifications and Experience

• Experience working directly with senior leadership teams

• Ability to work strategically and collaboratively across all departments

• Holds people accountable for achieving their goals

• Leads by example, creating a sense of energy, ownership, and personal commitment to the work

• Excellent communication and organization skills

• Ability to balance a variety of tasks, lead and direct the work of others

• Possesses deep analytical skills and is able to process information quickly and make decisions in a timely manner

• Strong sense of self and can relate well to works; learns quickly and can adapt to changes in timeframes, people and situations with ease; remains calm under pressure

• 10+ years of industry experience

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here.



Annual Salary Range for jobs which could be performed in US, Colorado, New York, Washington, California: $228,562.00-$365,708.00
*Salary range dependent on a number of factors including location and experience

Working Model

This role is available as a fully home-based and generally would require you to attend Intel sites only occasionally based on business need. This role may also be available as our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.