Customer Success Director

Joel Hyatt and Lior Delgo founded Globality with a vision to create prosperous and healthy economies, companies, communities, and individuals. In this new era of theAutonomous Enterprise, Globality is on a mission to unleash productivity and purpose through autonomous sourcing and procurement. Leveraging our sophisticated AI, Globality empowers leading global companies to automate their purchasing processes and optimize how they spend their money – improving their profits, advancing their objectives, and extending their impact. Our customers love Globality. You will too.

The foundation of our culture is based off our values: Trust, Collaboration and Innovation. Our goal is to create an environment where each person feels valued and experiences a natural sense of belonging. Not only have we been recognized for our transformational technology, but we’re also humbled to be recognized for the workplace culture we’ve built here. So we encourage you to bring your work and your life experiences. Bring your problem-solving skills, sure, but don’t forget your joy and passion. Bring the talent that makes you stand out but also bring the communities that ground and support you. We are a greater, more resilient world through the power of us.

Role Summary:

• Serve as a key point of contact for customer account management matters
• Support clients through early stages of Globality trial through to enterprise-wide adoption, including providing client trainings, close co-operation throughout adoption, pro-active identification and mitigation of possible challenges to adoption, issue escalations, etc.
• Build and maintain strong, long-lasting relationships with assigned clients
• Identify key customer stakeholders and develop strategies to build trusted advisor relationships with them
• Understand client requirements in context of product functionality and appropriately liaise with product and engineering teams to implement those
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
• Prepare regular reports on account status
• Collaborate with business development, product, marketing and engineering teams to identify and grow opportunities within assigned clients and foster platform adoption

• 10+ years of experience in account management or client facing roles
• Strong understanding of industry trends and best practices
• Undergraduate degree required (ideally in business administration)
• Ability to communicate, present to, and influence key stakeholders at all levels of the organization, including executive and C-level
• Advanced problem-solving skills and verbal and written communication skills
• Excellent listening and presentation abilities
• Proven success delivering product demonstrations in a sales environment
• Strong relational skills to establish relationships with large complex customers
• Program management experience with driving large-scale, transformational change programs is preferred
• Demonstrated aptitude for analytical and conceptual problem solving, comfort with quantitative analysis
• Experience delivering client-focused solutions for customer needs
• Ability to deal with ambiguity and rapid change in plans and responsibilities