Remote Senior Director, Customer Success Center presso GTT

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Senior Director, Customer Success Center, is a pivotal leadership role responsible for shaping and championing a pervasive "Customer First" and Customer Success culture across the organization. This role is instrumental in ensuring customer satisfaction, driving adoption of GTT's solutions, and securing renewals. This leader will oversee and guide a regional Customer Success team, strategically managing a defined motion to drive down churn, and improve engagement to increase net revenue retention.

Key Attributes:

• Proven ability to articulate and drive a shared vision, inspire cross-functional collaboration, and consistently achieve key success objectives with measurable momentum.
• Experience navigating organizational change and demonstrating exceptional agility in dynamic environments.
• Exceptional communication and interpersonal skills, with a demonstrated ability to influence stakeholders at all levels.

Duties and Responsibilities:

• Provide executive leadership to the Customer Success team, driving the execution of programs that ensure customer retention and achieve growth objectives for GTT.
• Institute robust monitoring of key metrics and processes across the entire customer lifecycle, from acquisition to engagement and retention.
• Maintain an unwavering focus on achieving and surpassing all targeted Customer Success goals for the team.
• Develop and execute advanced strategies for customer retention and expansion.
• Leverage analytic tools to provide executive management with insights into customer trends and behaviors, informing business decisions, including the application of predictive analytics
• Deliver enhanced insights into the customer base to management, including projections and comprehensive reporting on usage, churn, and risk, by defining overarching adoption metrics, forecasting, and reporting results.
• Champion and recommend process improvements to streamline administrative tasks and elevate customer satisfaction throughout the customer lifecycle.
• Oversee and refine processes that consistently deliver tangible value to the customer base, significantly improving renewal rates, increasing upsell opportunities, and driving early adoption of new technologies.
• Cultivate a high-performance culture rooted in teamwork and success, directly contributing to the achievement of GTT’s key objectives.
• Lead and actively participate in strategic new business presentations.
• Mentor and coach the team at all stages, reinforcing a pervasive "Customer First"  culture

Required Experience/Qualifications:

• Bachelor’s degree.
• Exceptional executive leadership skills.
• Superior data analytic and presentation skills, capable of conveying complex insights to diverse audiences
• Demonstrated ability to forge robust working relationships and exert influence across diverse cross-functional leadership teams.

Hours/Travel/Shift:

• Travel as needed.

Core Competencies

• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Communication: Understanding of the importance of insightful listening and communicating and ability to provide information and messages in a way that produces clarity and impact.
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Customer Analytics: Knowledge of technologies, techniques and practices for the evaluation of customer data; ability to analyze customer activity and demographic data for the purpose of predicting future customer behaviors and trends.
• Customer Behavior and Preferences: Knowledge of customer behavior and preferences; ability to predict and motivate the behaviors and preferences of existing and desired future customers, and tailor products to meet their needs.
• Customer Experience Management: Knowledge of customer experience management; ability to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
• Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
• Customer Segmentation: Knowledge of customer segmentation; ability to differentiate customers into meaningful groups and to establish interactions and service levels appropriate to each group.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement:

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.