All Jobs > Director of Customer Success: EMEA
Funchal, Madeira, Portugal • Customer Success
Full-time
Description
Tracer, the leader in brand protection, enhances the customer experience of corporate brands by eliminating brand misuse and fraud across the modern, digital universe. Powered by our patent-pending Tracer technology, we trace, analyze, and remove the illicit use of intellectual property within all digital channels, including mobile apps, social media, websites, paid search, marketplaces, and Web3. Tracer also proactively secures brands by providing domain registration solutions for traditional and blockchain domain name portfolios. Many of the world's largest companies across all sectors rely on Tracer to protect their brand. Visit www.tracer.ai for more information.
We are seeking a dynamic and experienced Director of Customer Success to lead our EMEA region based in our Madeira, Portugal office, ensuring exceptional service delivery and customer satisfaction. This role involves spearheading strategies to drive customer success initiatives, oversee customer relationships, and uphold the highest standards of service excellence within Tracer.
Requirements
Strategic Leadership
Develop and execute a comprehensive customer success strategy aligned with business objectives.
Lead and mentor a team of customer success managers (CSMs) and Managers, fostering a culture of excellence and accountability.
Collaborate cross-functionally with sales, marketing, and product teams to ensure a unified approach to customer success.
Customer Relationship Management
Build and nurture strong, long-term relationships with key clients across the EMEA region.
Act as a trusted advisor, understanding customer needs, and proactively offering solutions and insights.
Work with CSMs to conduct regular business reviews and strategy sessions to drive mutual success and uncover growth opportunities.
Service Delivery and Quality Assurance
Oversee the delivery of Tracer services, ensuring adherence to quality standards and customer expectations.
Monitor performance metrics and KPIs to assess service delivery and continuously improve processes.
Implement feedback mechanisms and drive initiatives for service enhancement.
Team Development and Training
Partner with Recruiting and HR to hire, train, and develop a high-performing customer success team.
Provide coaching, guidance, and support to team members, fostering professional growth and skill development.
Establish training programs to equip the team with industry knowledge and best practices.
Advocacy and Expansion
Identify opportunities for upselling, cross-selling, and expansion within the existing customer base.
Act as a customer advocate internally, ensuring that customer feedback and needs are represented in product and service development.
Qualifications
Bachelor's degree in business, management, or a related field (Master's degree preferred).
5+ years of experience in a leadership role within customer success, consulting, or a related industry.
Proven track record of managing customer relationships and driving customer success initiatives in the EMEA region.
Strong understanding of consulting practices, methodologies, and service delivery frameworks.
Exceptional communication, negotiation, and presentation skills.
Ability to navigate and thrive in a fast-paced, dynamic environment.
Fluency in multiple languages within the EMEA region is a plus; Portuguese and English required.
This role is also eligible for a competitive benefits package that includes: health insurance, paid time off, paid holidays, parental leave, a Coverflex Card, professional development and our "Flex Friday" program. Flex Friday gives you the ability to focus on work with no internal meetings every Friday, plus the ability to take 1 Friday off every month.
At Tracer, we strive to build a flexible environment and diverse community working towards our common company goals in a safe and collaborative environment where harassment of any kind is strictly prohibited. Tracer is committed to equal opportunity employment regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or veteran status, or any other basis protected by applicable law.
#J-18808-Ljbffr