Icertis, the leading enterprise contract management platform in the cloud, solves the hardest contract management problems on the easiest to use platform. With Icertis, companies accelerate their business by increasing contract velocity, protect against risk by ensuring regulatory and policy compliance, and optimize their commercial relationships by maximizing revenue and reducing costs. The AI-infused Icertis Contract Management (ICM) platform is used by companies like Airbus, Cognizant, Daimler, Microsoft and Sanofi to manage 6.5 million contracts in 40+ languages across 90+ countries.

Join a highly reputable, high growth and well-funded CLM SaaS start-up as we grow our Customer Success organization!

· The General Manager, Premium Support, North America, is accountable for leading a team to deliver best-in-industry support to customers who have purchased Premium Support services. The services consist of Gold and Platinum offerings today. In addition, she/he will have responsibility to co-drive ARR expansion revenue working with Customer Advocacy and Sales.

· This General Manager will exemplify the customer centric focus of Icertis, by leading a team that will serve to ensure high product adoption, customer satisfaction, and close to 100% SLAs. When done well, Icertis will see additional expansion opportunities. The ideal candidate is one who is a strong people leader, who intuitively demonstrates active listening, innovation mindset, significant collaboration across different functions and customer empathy.

Responsibilities:

• Own support relationship with Premium customers in region
• Develop deep understanding of customer’s business and their ICM usage.
• Develop and execute individualized plans for each of Premium Support customers.
• Responsible for onboarding new standard support customers in region and later transition to APAC support teams.
• Accountable for referenceability, high NPS score, ARR expansion, Revenue and Gross Margin targets in region.
• Develop a deep understanding of the Voice of the Customer and identify key opportunities for improving the customer support experience and building customer loyalty.
• Prioritize customer support requirements and develop key metrics that will adequately quantify the customer support experience.
• Define and own end-to-end points of customer support interaction (customer critical processes) and moments of truth, including customer focus groups, customer communications.
• Engage with Professional Services as well as Engineering on correct hand-off of customized or core features to ensure service readiness.
• Ensure a holistic view of tickets – early warning indicators, workarounds, root cause analysis and eventual elimination of root cause.
• Advocate product feature requests that enhance customer support experience including in-app support, and end-user communications.
• Support development of supportability features for move to proactive and predictive services.
• Review customer calls, objectives and results with Engineering, Professional Services and Sales leadership on schedule across new and existing accounts.
• Expand the support team to accommodate customer growth while coordinating with CS leaders in other regions to optimize support cost.
• Set organizational, team and individual goals. Provide coaching and regular individual feedback to team to create bench strength for future leaders.
• Work closely with internal and external teams: Customer Advocacy, Product Management, Engineering, Sales, Partners, and Finance to deliver new capabilities.
• 20% US and international travel expected

Skills:

• Need a seasoned executive with tremendous drive, intelligence and capability. She/he will be highly motivated and have the ability and desire to have an impact on the future of Icertis. The successful candidate will be a multi-dimensional thinker who operates not only based on important past experiences but considering new approaches and developments that occur in the market. Additional personal and professional attributes include:
• Must possess excellent management skills with a successful track record of providing an outstanding support experience for global customers of enterprise products.
• Customer focused leader with proven ability to build relations based on trust & professionalism.
• Need to have strong technical skills to quickly grasp the product complexity.
• Deep understanding of enterprise products and the challenges and opportunities of being in the cloud for customer support experiences.
• Entrepreneurial hands on working style to develop and deliver business outcomes — effectively doing so even when resource and timeframe constraints exist.
• Executive level strategy, communication, execution and presentation skills are required. Must be highly responsive and organized, detail oriented, strong listener, patient, customer oriented, analytical, strategic, mature, have a global mind-set, and self-motivated.
• Must possess executive presence and the ability to liaise with C suite.
• Ability to prioritize company objectives and meet aggressive deadlines; outstanding team leadership, team development and communication skills.
• A minimum of 15 years of work experience with 10+ years of combined experience in Product Management, Customer Support, Go-to-market and Business Development.
• Preferable to have prior experience with Microsoft Azure.
• An undergraduate degree in Computer Science or Engineering is required. An advanced degree, ideally an MBA or master’s degree, is highly desirable.

Icertis is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Icertis, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.