Job OverviewAt iCIMS, we are helping our customers build their winning workforce. Our Director, EMEA Customer Success has a key role of leading the team focused on delivering exceptional customer experiences for our customers in the EMEA region. Leveraging your account management and customer success leadership experience, you’ll be managing and enhancing the execution plan of post-sales product adoption and support for our global customers. Your team has the benefit and opportunity of enabling our global customers success by utilizing the full iCIMS Talent Cloud.
About UsWhen you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities- Develop operational and strategic planning for all customer segments from Commercial, to Enterprise and Strategic
- Develop, and provide vision, planning & prioritization as well as meeting team’s utilization metrics
- Conduct regular reviews of the team’s performance and presents to senior leadership
- Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully. Owns the selection process
- Utilize industry best practices to deliver on customer expectations
- Track technical escalation issues to iCIMS’ technical support leadership team or other iCIMS’ resources and monitors process to ensure timely, accurate and positive resolutions
- Serve as customer escalation for issues identified by customer success team
- Partner cross functionally with our Sales, Labs, Professional Services, Technical Support Services leaders and colleagues to deliver on exceptional customer experiences
- Work closely with peers in CX Senior Leadership Team from Enterprise and Strategic Customer Success to the CX Programs team to ensure consistent memorable experiences are provided to all customers
- Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ core competencies
Qualifications- Experience leading customer success or account management teams in EMEA region from France to the UK, the Netherlands and DACH region
- Minimum of 5 years in management, supervisory or team leadership experience
- Driven and passionate about leading, mentoring, and developing customer facing professionals
- Advanced program and project management experience
- Demonstrated flexibility, resilience and creativity for solving complex issues
- Demonstrated effectiveness of growing and mentoring others
- Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities.
EEO StatementiCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
