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Director, Customer Success Management At ACL

Location: Vancouver, British Columbia

Job Description

The ACL Impact

ACL exists to help make the world a safer and more ethical place, while helping the world’s most prestigious brands perform better. By enabling Governance, Risk, and Compliance (GRC) professionals that use our software to be recognized for the value they bring to their organizations, we aim to be game-changers: to provide organizations with the software tools, support, and knowledge to dive deep into their data, turn insights into actions, and manage GRC across the entire organization.

From supporting a national government in tracking down missing children to helping banks identify financial crime perpetrated by terrorists and cartels to keeping Fortune 500 companies operating at peak performance, ACL has been at the heart of helping save both people and billions of dollars… talk about impact!

Young At Heart
We’re a 30-year-old company that moves like a startup. It’s the best of both worlds. We have huge customers (70% of the Fortune 500), impressive revenues, and are not worrying about our next funding round. At the same time, we’re busting into new markets and disrupting an entire industry, so things are always interesting around here. Interesting in a good way!

We Are Change
Disrupting an entire industry means driving change internally. Breaking into new markets depends on flawlessly executing our market strategy (yes we have one – it is super tight and data-driven – like our solution) by arming the frontlines with everything you need to win. A shared vision binds teams together, creating a cohesiveness that is unique. We are all contributing to this disruption and are having a blast doing it.

We Are Making the World a Better Place
We work with some of the largest brands in the world and we are helping them to make our world a safer, happier, and more ethical place. Our users have uncovered billions of dollars in fraud and waste, put numerous criminals in jail, and quite literally stopped abuses that save lives. What we do REALLY matters.

We Have High Standards
We all set high standards for ourselves, wanting to be the best we can possibly be. This extends to wanting to be the best for our customers and for each other. We all rise up to the challenge to be our best and live up to these standards. We celebrate our successes, and see opportunity in our mistakes. Quite simply, we want the best... and (even more importantly) those looking to push themselves and learn to be better individually, while we grow together as a team and company.

The Role

As leader of our front-line Customer Success Management team (reporting to the VP of Customer Success), you will play a pivotal role: direct engagement with our most valuable clients; guiding them in setting impactful business goals achieving those with ACL solutions. We already have hundreds of engaged customers. The opportunity is to deepen our relationship with them; truly understand their business objectives (why they matter), and coach the best practices deployment of our platform.

Through an advisory engagement model, your team members will become trusted advisors, keeping the client and ACL on the same page through a value creation journey benefiting both. You are the driving force of our customer satisfaction and retention.

Through your vision and focus on customer journey, you are able to inspire and implement all things necessary to ensure our clients are highly satisfied, become evangelists and retain a long-term relationship with us. With an industry leading process and by inspiring your team and other departments, you can ensure high customer retention rates and net promoter scores.

In this role, you will:

  • Deliver a value-add customer engagement model: Ensure we have a strong drive to ensure our value is highly visible to our clients. Proactively build strong relationships to ensure we build trust as a partner and advisor to our clients.
  • Drive Customer Advocacy: Ensure that your team is the voice of the customer. Escalate their needs. Understand the competitive landscape and bring awareness to internal teams of trends, needs and requests.
  • Influence ACL business processes: collaborate with peers across Sales, Pre-sales, Advisory & Enablement Services, Marketing, and Product to refine how we work together with the aim of Customer Success Driven Growth; design agile processes that get behind customer goal-achievement.
  • Set measurement & monitoring: create a vision of the right metrics that can objectively validate where a customer is on the journey to goal-achievement; use quantitative and qualitative measures to keep your team alongside, monitoring engagement and success over time, such that our outreach is always at the right time and is equipped with a value-based reason for doing so.
  • Lead and develop the team: Customer Success Driven Growth is a mission-critical competency that ACL is building, and it starts with your team. Craft an inspiring vision, attract the brightest talent, give them what they need to be successful, and lead them in driving transformative change for clients as well as for ACL as a fast-growing Saas business.
  • Bring domain: attaining trusted advisor status with our customers is dependent on an understanding of their business challenges and their goals. IRM or GRC is a complex arena; bring a domain background that customers need, leverage it to help guide & advise, use it to coach and build up your team members who may be product experts but not domain experts.
  • Champion customer success internally: with the vision that you build for your team (and customers), become a prominent evangelist for Customer Success Driven Growth within ACL. Champion a cultural shift in the way we interact with customers; become a key stakeholder in product and services roadmaps; be a voice for the customer in ACL decision-making and planning.

Ideal Candidate Profile

(We understand there are no unicorns that match every criteria, but we need a leader ready for a big role in an environment of high growth)

You are an ambitious, naturally customer-centric leader who believes Saas software companies have to change how they operate if they are to achieve their potential. Your track record of success has been made possible by:

  • Strong leadership persona including, in particular, an excellent communicator and coach who has shown success building programs that accelerate the development of people in complex areas of domain knowledge and capability
  • An expert in at least one GRC-related practice (audit, risk management, compliance, security, etc.), and functional/working knowledge of the others
  • A SaaS customer success leader who has the ability to transform customer service programs from paid consulting and reactive support centric approaches to an ongoing, productized service that consistently maximizes customer’s consumption of (and value realized) from a complex Enterprise SaaS offering
  • A data-centric and analytics-saavy individual capable of enabling the customer success organization through an emphasis on data science and operational analytics programs that create impactful insight to customer behavior and value delivery
  • Strong empathy for customers AND passion for revenue and growth
  • A great coach understanding and identifying the gaps in skill sets and supporting the team in gaining relevant training to achieve skill development within the CSM role and career advancement beyond the CSM role
  • One who can manage change with CSMs as you roll out new processes to ensure they stick
  • An ability to pull in the right resources at the right time, and work with the team to help resolve escalated issues as well as "call the shots" and take ownership of making decisions to ensure the customer is successful and has a good experience
Please apply now and tell us why you are the right fit the opportunity!