Director, Customer Services (North America - East)

C3 AI is seeking a leader to grow the Customer Services team in North America.  This individual will lead the East-based Customer Services team and will be accountable for ensuring that a growing portfolio of strategic customers meet their objectives with C3 AI products.

A successful candidate will be an incredibly detail-oriented leader with exceptional customer management and business consulting experience who will drive customer satisfaction, adoption, renewal & expansion.

Responsibilities:

• Collaborate with sales to create and execute go-to-market plans and customer expansion efforts.
• Manage a portfolio of strategic and enterprise customers from onboarding through implementation and support.
• Ensure that customers realize maximum value from their investment in C3 AI products.
• Collaborate with the rest of the services leadership to define and drive the services strategy internally, ensure high equality execution, and build and lead a high performing team focused on making every customer as successful as possible.
• Write comprehensive statements of work considering detailed financial models, contract terms, internal resources and be especially skilled at communicating these plans to key customer stakeholders.
• Establish and maintain customer intimacy; deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities and coaching the delivery team to unlock business value with C3 AI products.
• Demonstrate thought leadership for project implementation and post-production customer success and the realization of project business objectives.
• Oversee project delivery initiatives related to quality methodology, expertise and tools for our global services organization.
• Hire world-class talent and manage performance to ensure career growth opportunities

Qualifications:

• Bachelor's Degree in STEM field. Master's Degree (MBA or similar) strongly preferred.
• Experience building & leading Professional Services organizations.
• Expertise within one or more specific domains and/or industries.
• Experience working with clients to identify, prioritize, and deliver solutions for high value use cases.
• Experience overseeing concurrent multi-million-dollar engagements.
• Experience deploying SaaS and/or PaaS solutions.
• Ability to develop deep relationships with senior level executives.
• Ability to lead in a cross-functional, matrixed management environment with a highly collaborative, team-oriented approach to problem solving.
• Ability to deliver on detail as well as strategy.
• Ability to quickly establish credibility and rapport with technical team members and customers and to clearly and concisely explain technical and business concepts.
• Excellent analytical, communication, presentation and negotiation skills.
• Regular travel (25%+) to customer sites is required.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.