Director, Customer Services

Company: C3.ai, Inc.
Location: Redwood City
Posted on: March 16, 2023

Job Description:

C3 AI is seeking a leader to help grow and shape the Customer Services team. - The individual will have accountability for ensuring that every customer within a specified portfolio meets its objectives with C3 AI products by delivering the right mix of strategy, experience, and expertise to enable our customers' complex digital transformation initiatives. - The role includes both ownership of an enterprise customer portfolio as well as management of a Services team or teams within a division or region.
A successful candidate will be an incredibly detail-oriented leader with exceptional customer management and business consulting experience who will drive customer satisfaction, adoption, renewal & expansion. - You will be comfortable consulting and negotiating with C-level executives, equipped with a strong understanding of their business objectives.
Responsibilities

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• Collaborate with sales to create and execute go-to-market plans and customer acquisition efforts.
  
• Manage a portfolio of strategic and enterprise customers from onboarding through implementation and support.
  
• Ensure that customers realize maximum value from their investment in C3 AI products.
  
• Collaborate with the rest of the services leadership to define and drive the services strategy internally, ensure high equality execution, and build and lead a high-performing team focused on making every customer as successful as possible.
  
• Write comprehensive statements of work considering detailed financial models, contract terms, and internal resources and be especially skilled at communicating these plans to key customer stakeholders.
  
• Establish and maintain customer intimacy; deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities and coaching the delivery team to unlock business value with C3 AI products.
  
• Ensure customer issues are resolved quickly, leveraging resources from across the company as needed.
  
• Demonstrate thought leadership for project implementation and post-production customer success and the realization of project business objectives.
  
• Oversee project delivery initiatives related to quality methodology, expertise, and tools for our global services organization.
  
• Hire world-class talent and manage performance to ensure career growth opportunities
  
  Requirements
  
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  • Bachelor's Degree in Information Technology, Computer Science, Business, or a related field.
    
  • Experience leading building & leading Customer Success and/or Professional Services organizations.
    
  • Specific domain and/or industry experience in developing customer use cases and business cases across the customer value chain to determine maximum impact and high-value projects.
    
  • Experience in oversight of multiple multi-million-dollar engagements
    
  • Experience in deploying SaaS and/or PaaS solutions.
    
  • Ability to develop deep relationships with senior-level executives at Global 2000 companies.
    
  • Ability to work independently and in a cross-functional, matrix management environment with a highly collaborative, team-oriented approach to problem-solving.
    
  • Ability to deliver on detail as well as strategy.
    
  • Ability to quickly establish credibility and rapport with technical team members and customers and to quickly grasp and distinctly explain technological and business concepts.
    
  • Proven experience building and running a business with exceptional operational skills.
    
  • Excellent analytical, communication, presentation, and negotiation skills.
    
  • Regular travel (25%+) to customer sites is required.
    
    C3 AI provides excellent benefits and a competitive compensation package, which include: - -
    
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    • Generous equity plan.
      
    • Salary range: $219,000 - $270,000 USD.
      

Keywords: C3.ai, Inc., Redwood City , Director, Customer Services, Hospitality & Tourism , Redwood City, California