Reports to:
President – Melissa Hammerle
Team:
Approximately 200-person global organization with (6) direct reports across services, customer success, and support
Location:
Remote, Eastern Time Zone Preferred
What You will Do:
You will lead the entire customer journey from implementation to renewal and will be laser-focused on driving high customer adoption and loyalty. You will ensure our customers are successful in their missions by enabling them with the full value of Intelex’s solutions. You will help Intelex win while building an inclusive culture that drives team-member engagement and passion.
Lead professional services, customer success, and support teams to create a
competitive advantage through the customer’s post-sales experience, optimizing the customer lifecycle.
Build the teams and processes capable of scaling with high growth.
Provide dynamic and inspirational leadership to a 200-person global team. Attract, mentor and promote the very best talent. Create opportunities and followership. Champion a culture of inclusion and diversity.
Partner closely with the Intelex Product organization as we transform the product offering from a highly-configurated application to a modernized, SaaS offering.
Fully manage a P&L which includes accurately forecasting revenue, holding the team accountable to meeting or exceeding their goals and constantly working towards high customer satisfaction while delivering on your financial goals.
Partner cross-functionally to improve customer satisfaction, retention and lifetime value, initiating actions that drive continuous improvement across the company.
Develop key performance indicators that empower ownership and accountability. Establish countermeasures to resolve performance challenges.
The Person:
You are a servant leader, a builder and a pioneer, whose work demonstrates your passion for creating delightful customer experiences with enterprise software and services. You are an exceptional communicator with the ability to inspire your team and influence executives at the highest levels within Fortive and our customers’ companies. You can quickly transition from strategic to tactical, to ensure the team is successful on multiple levels.
Professional Background & Attributes:
You have extensive professional services and customer success experience in a nimble, SaaS-driven environment with business complexity, rapid growth, and dynamic customer segmentation. EHS and/or ESG domain expertise preferred.
You demonstrated experience in a customized software environment.
You have a track record of building strong partnerships with executives in your customer base and have experience in being the executive sponsor on the most high-profile customers.
You have in-depth experience in creating and negotiating highly complex contracts with large enterprise customers driving win-win outcomes.
You have the runway and desire to be recognized as the preeminent leader of customer teams across all Fortive companies, with the opportunity to build and lead additional organizations.
You have a deep understanding of the value drivers in recurring revenue business models and can successfully collaborate across functional and global teams.
ABOUT INTELEX
With more than 1,400 clients and 1.6 million users, Intelex Technologies, ULC is a global leader in environmental, health, safety and quality (EHSQ) management software.
Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards and regulatory requirements.
Intelex is one of North America’s fastest-growing tech companies who has been recognized as a Great Place to Work for over 7 years, Best Workplace in Technology, Best Workplace for Millennials and Canadian HR Team for fewer than 500 employees and has been recipient of Waterstone’s Most Admired Corporate Cultures award, and Deloitte’s Best Managed Companies award.
For more information, visit http://www.intelex.com