Paradigm is a software company transforming the way that the residential, construction & building product industries operate across the globe. We are looking for a Director of Customer Success to be part of revolutionizing these industries.

This key leadership role reports to the Vice President of Professional Services and is responsible for setting the overall vision and strategic plan for their customers, and encompasses service delivery activities for Paradigm customers, as well as cross-functional personnel management of Paradigm Professional Services Managers.

What You Will Do:

• You are the face of Paradigm. You will own the Paradigm relationship with your group of clients and are responsible for their satisfaction and success with Paradigm.
• You will understand the goals of their organization to provide strategy and growth opportunities including selling of additional services and add-on products.
• You will organize and facilitate strategic business review and planning sessions for your client group.
• You will own delivery and execution of Paradigm’s customer success operational model inclusive of defined metrics, health scores, status meetings, and KPI’s to leadership and your customers.
• You will oversee multiple managers and teams within our Professional Services Division responsible for delivery of services for your customer group.
• You will provide guidance and strategy to ensure your Professional Services Managers are aligned on resource needs & commitments.
• You will be a Paradigm product evangelist, identifying and showcasing exponential value to client contacts at all levels (from end users to executive level).
• You are comfortable leading presentations, facilitating group discussions & interacting with executives.
• You will work with customers annually on contract renewals for services and products.
• You will work with internal stakeholders including legal/contracting, accounting, sales, operations, product, and services.
• You will plan for the future. You will provide financial management, including capacity planning and financial forecasting for your customers.
• You will build a team culture that creates team success. You are responsible for hiring, performance management, and development of your team.

What you Need to Succeed:

• You will have 8 years of experience in account management, customer success, or professional services ideally for a software organization.
• You have 4 years of experience managing a team and managing customer relationships.
• You are proficient with Microsoft products.
• You have excellent team planning, project budget, and services engagement management skills.
• You have exceptional communication skills: presentation creation/delivery, public speaking, and written.
• You have proven ability to create compelling professional services value propositions to existing customers.

Ready to Join? Apply online at www.myparadigm.com/careers/