Director, Customer Services

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:

• 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

Qualifications:

• 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.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.