(Senior) Director, Customer Support (all genders) at Icertis | Powderkeg

Location: Frankfurt, Germany

Employment Type: Full-time

Team: Customer Adoption & Value

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 7.5 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ countries.

**Who we are: **Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

The (Senior) Director – Customer Support is accountable for ensuring to all our largest and most strategic customers in the region have optimal adoption of Icertis products and are realizing both intended & incremental business value.

By engaging throughout the customer journey, the (Sr.) Director will interface with both customer and internal Icertis teams (professional services, product, and client advocacy) to customer satisfaction, SLAs, drive adoption and value enhancing changes to make customer referenceable. In addition, the individual will have responsibility to influence renewals and expansion revenue.

This role will exemplify the customer centric focus of Icertis and bring consultative, experience based best-support practices and guidance to consistently improve and maintain adoption and value scores above plan. When done well, Icertis will see improving customer health and satisfaction, additional expansion opportunities, smooth renewals and overall improvements to our products, how we sell, implement and support our customers.

The ideal candidate is a customer obsessed executive level leader with world- class business acumen, technical aptitude and an analytical mindset.

This position is a Manager role with team geographically distributed.

This position is based out of Germany.

What you will do:

  • Own, drive and affect change, ensuring that each customer achieves its greatest possible CLM transformation and success
  • Work closely with customer and your teams (Customer Champion, Customer support, and Admin services) to ensure SLA compliance, timely Change Request Release, efficient utilization and value delivery of premium services and other support requirements of customers are met
  • Understand product implementation & be able to quickly help customer with first level of query resolution and/or work closely with agents/engineers to resolve the incidents and keep a key eye on problem management process
  • You will be first level of escalation for the customer for all support related issues -
  • Before go-live, set clear success and adoption targets and ensure plan in place to drive initial adoption at go-live (e.g., trainings, change management workshops)
  • Partner with Sales to identify customer growth opportunities based on demonstrated value, and help strategize and execute plans to earn additional spend from the customer
  • Drive standards across the Customer Support function, ensuring the your role expectations are met. Your responsibilities include: Actively monitor key customer success and adoption metrics (e.g., NPS, platform usage, tickets) to identify interventions, reach out early both internally and with customers based on triggers (e.g., lower than target users, outstanding tickets)
  • Support on renewal process (focus on limiting account churn/downgrades)
  • Stay current on product features, functionality and platform changes.
  • 25% regional travel expected.

What you will bring:

  • Fluency in German is required.
  • Need a seasoned executive with tremendous drive, intelligence and capability. A highly motivated individual with the ability and desire to have an impact on the future of Icertis.
  • Ability to work efficiently with geographically remote teams
  • The successful candidate will be a multi-dimensional thinker who operates not only based on important past experiences but considering new approaches and developments that occur in the market.
  • Must possess excellent management skills with a successful track record of driving support, adoption and value realization for global customers of enterprise products.
  • Customer focused leader with proven ability to build relations based on trust & professionalism.
  • Need to have strong technical skills to quickly grasp the product complexity.
  • Deep understanding of enterprise products and the challenges and opportunities around product adoption and change management.
  • Entrepreneurial hands on working style to develop and deliver business outcomes — effectively doing so even when resource and time frame constraints exist.
  • Executive level strategy, communication, execution and presentation skills are required. Must be highly responsive and organized, detail oriented, strong listener, patient, customer oriented, analytical, strategic, mature, have a global mind-set, and self-motivated.
  • Must possess executive presence and the ability to liaise with C suite.
  • Ability to prioritize company objectives and meet aggressive deadlines; outstanding team leadership, team development and communication skills.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non- discrimination in employment in every location in which the company has facilities.

Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com

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Job Summary
  • Job Title
    (Senior) Director, Customer Support (all genders)
  • Company
  • Location
    Bellevue, WA
  • Employment Type
    Full time
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