Director, Customer Success - Compliance

<strong><em>Descartes Unites the People and Technology that Move the World</em></strong><br /><br />As we continue to scale our business and market reach, we are adding a new <strong>Director, Customer Success</strong> to the team. Reporting to the VP, Customer Success, you will spearhead a group of Customer Success Managers and Customer Success Representatives, focusing on optimizing the customer experience and creating opportunities for increased organic growth.

Remote (Canada/US)

Descartes

<p><strong>Descartes is</strong> one of the most broadly deployed logistics and supply chain technology companies in the world. More than 22,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions.</p> <p>Descartes is publicly traded (Nasdaq: DSGX, TSX: DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment.</p> <p>&nbsp;</p> https://www.descartes.com/home

keywords: who we are,the opportunity,what's in it for you,making an impact,join us,build an effective customer success team,build a team growth strategy,understand our products and solutions,contribute to the improvement of our solutions,the experience,the leadership,the intellectual curiosity,the domain knowledge

Experienced

Overview: <p><strong>Descartes Unites the People and Technology that Move the World</strong></p> <p>The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they&rsquo;re needed, when they&rsquo;re needed.&nbsp;</p> <p>We&rsquo;re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 22,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions.</p> <p>Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what&rsquo;s most important to them.&nbsp;</p> <p>We&rsquo;re growing fast and invite you to join our amazing team.&nbsp;</p> <p><strong>The opportunity&nbsp;</strong></p> <p>As we continue to scale our business and market reach, we are adding a new Director, Customer Success to the team. Reporting to the VP, Customer Success, you will spearhead a group of Customer Success Managers and Customer Success Representatives, focusing on optimizing the customer experience and creating opportunities for increased organic growth.&nbsp;</p> <p>Important skills for the role include the ability to develop and coach a team to ensure customers are getting the most value from the Descartes solutions. Ideally, you will also have familiarity with compliance solutions (e.g. trade compliance, import compliance, global trade management) to position our solutions effectively and support our customer base.&nbsp;</p> <p>This is a chance to apply your people and process leadership on a much larger, strategic scale with more significant impact, promoting the success of our customers, your team, and the organization.</p> <p><strong>What's in it for you</strong></p> <p><em>Empowerment and influence.</em>&nbsp;You want to step up the challenge of leading and growing a team from the ground up within a flexible organizational framework, where your experience and knowledge will be respected and heard. This is an opportunity to bring a team together and take our customer success to the next level. It's a chance to play a critical role in our growth, drawing on your expertise to implement scalable processes and a new team structure, charting a path for the future of Customer Success within a rapidly growing business pillar.</p> <p><em>Professional advancement.&nbsp;</em>At Descartes, we value the contributions that each of our employees makes towards achieving our corporate goals. We strive to ensure that each team member has the tools and support they need to make valuable contributions. This will be your chance to map out your career in tandem with our continued growth as a company. You will have the chance to collaborate with and learn from globally recognized industry leaders who pride themselves on delivering quality services and market-leading innovations.&nbsp;</p>
Responsibilities: <p><strong>Your priorities</strong></p> <ul> <li><em>Build an effective customer success team.&nbsp;</em>You will spearhead the establishment of a group of professionals that are well versed in delivering a stellar customer experience. You will mentor them and coach them on the best ways to address customers, from check-in processes to answering queries and ultimately resolving concerns that they may express.&nbsp;</li> <li><em>Build a team growth strategy.</em>&nbsp;You will develop a set of processes and best practices, creating a playbook and set of metrics that define success. You will identify skills and knowledge gaps and work towards designing and implementing a formalized coaching and development plan for the team.</li> <li><em>Understand our products and solutions.</em>&nbsp;You will collaborate with the teams across Descartes to gain a working knowledge of our solutions. You will grow your understanding of the customer's voice concerning trade compliance and risk. You will actively share customer experiences with our product and development teams, offering insight into the ways to improve our SaaS solutions across the board.</li> <li><em>Contribute to the improvement of our solutions.</em>&nbsp;You will ensure that customers can overcome challenges or issues they face while working with our solutions. You will analyze and drill down to further identify customer segments and personas - and build out a deeper customer success approach to optimize their experience.</li> </ul>
Requirements: <p><strong>What you bring&nbsp;</strong></p> <ul> <li><strong>The experience.</strong>&nbsp;Your approach to customer success is to create commercial value for your customers. You hold yourself and those around you to a high set of expectations for service delivery and customer satisfaction. You are solution and service-oriented, with an ability to dive in and understand both the market space and how customers interact with our offerings - and how to increase their engagement. You can confidently navigate a matrixed environment and present recommendations in a compelling, professional, and impactful way to senior executives.&nbsp;</li> <li><strong>The leadership.&nbsp;</strong>You have at least three years of demonstrated success scaling resources, building trust and nurturing connections within teams. You can foster a collaborative, results-oriented environment, plan and achieve KPIs, guide the team's work, remove barriers, and create individual growth opportunities.&nbsp;</li> <li><strong>The intellectual curiosity.&nbsp;</strong>You epitomize coachability, a growth mindset, and the desire to be a thought-leader in this space.&nbsp;</li> <li><strong>The domain knowledge.&nbsp;</strong>You have 7-10 years in a SaaS environment, including several years in customer success. In addition, you have in-depth compliance knowledge (e.g., import/export, security or financial).&nbsp;</li> </ul>