Director, Customer Advocacy
Icertis
Customer Service
Sydney, NSW, Australia
Posted on Aug 23, 2024
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination
The Director, Customer Advocacyis responsible for driving sales from existing accounts for Icertis Contract Management. The Director, Customer Advocacy acts as an extension of the Customer, being a proactive evangelist within Icertis and the Customer to accomplish defined objectives (adoption/usage, KPIs, product expansion). The ideal candidate is one with sales aptitude, relationship building skills, technical bent of mind and a consultative sales approach who has been associated with implementation of Enterprise software in a SaaS company.
Role and Responsibilities:
- Drive more revenue from existing accounts by upselling and cross selling.
- Develop and/or expand relationships within customer base.
- Ensure customer expectations and obligations are fulfilled and Customer is a net promoter of Icertis.
- Work closely with internal teams: Professional Services, Engineering, etc. to review customer issues, challenges, and success factors.
- Work closely with customer and product management to understand new requirements and upcoming product releases.
- Understand the needs, requirements and/or pain points of the Customer and propose potential solutions.
- Responsible for overall customer satisfaction for assigned accounts in Australia region.
- Work closely with existing customer to drive their contract renewal.
- Reporting to Assoc Vice President, ANZ & SE Asia.
Qualifications:
- 12+ years of successful enterprise software sales or account management experience.
- Must have sales aptitude, relationship building skills, technical bent of mind and a consultative sales approach who has been associated with implementation of Enterprise software in a SaaS company.
- Ability to identify & create new sales opportunities and manage complex sales cycle.
- Must have knowledge on relating customer business problems & align solutions by understanding the product landscape.
- Ability to drive multiple priorities and handle customer escalations by being the customer partner.
- Must have experience on SaaS product & related services sales cycle for cross sell and upsell.
- Must have experience with SaaS product or preferably CLM.
- Experience in managing large Fortune 500 engagements.
- Ability to develop executive level (CxO) relationships, and lead strategic initiatives with customer, and present Icertis value proposition to C-level executives.
- Experience in managing enterprise accounts, generating pipeline to grow wallet share at customers, and revenue forecasts.
- Excellent communication, negotiations and strategic thinking skills.
- Bachelor’s degree in engineering or equivalent experience with a keen business sense is required.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, 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. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
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