Customer Success Director - Healthcare And Life Sciences

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

MuleSoft is built off the success of our customers, and we're looking for a strategic, growth-focused Success Manager to engage, retain, and enable MuleSoft’s customers. Our team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across MuleSoft to accelerate the adoption and expansion of MuleSoft Anypoint Platform.

The MuleSoft Customer Success team lives our corporate core values: Trust, Customer Success, Innovation (challenge the status quo as we continually improve), and Equality (equality and care for all).

What you will do:

The purpose of the role is to drive measurable customer success at every MuleSoft customer, which means a) drive adoption of MuleSoft software; b) help customers to connect their applications, data, and devices to achieve measurable outcomes; and c) build promoters of MuleSoft. In doing so, we secure balanced, profitable growth for MuleSoft by partnering with customers to deliver outsized returns on their investment in MuleSoft software.

Activities include:

• Delivering, measuring, and communicating return on investment throughout the customer lifecycle

• Being the trusted partner for customers on use-cases and product functionality

• Coordinating across various cross-functional teams at MuleSoft and throughout the ecosystem

• Accurately representing the voices of customers inside MuleSoft, ensuring the health of customers is accurately supervised, and making their voices heard as appropriate

• Partnering closely with the Commercial/Sales team to drive significant renewals, expands, and enabling upside across our customer base

Required Proficiencies:

• Technical understanding to credibly work with IT organizations

• Shown capability of leading conversations with internal and external C-levels and senior management

• Ability to influence action

• A team contributor

• A self-starter who is equally comfortable working on their own and as part of a robust team.

• Ability to motivate change within our customers and internal organizations

• Deliver on outstanding initiatives or critical business issues

• Ability to establish relationships with a broad set of partners such as developers, architects and executives

• Anticipate problems, seeks out solutions proactively, and does not wait for permission to begin

• Curiosity to learn our customers business

• Demonstrate the ability to have difficult conversations with peers, customers, etc.

Types of Confirmed Experience:

• Experience in enterprise software: subscription software, open source, etc

• Several years of experience in management consulting, technical account management, or enterprise software sales

• Leading technical conversations and persuading others to take action based on requirements and value provided by solutions

• Hit set targets and goals with evidence of exceeding

• Making pitches to audiences to share a specific point of view

• Experience with transformation or program management

• Success in navigating across people, process and geographies

• Examples of successful business relationships and customer facing experience

• Initiated change within your organization or your customers, identifying gaps and removing obstacles

• Work optimally within a team and cross functionally with feedback and mentorship

• Understanding of SDLC

• Familiarity with system integration/API management (Dell Boomi, Informatica, TIBCO, Apigee etc.)

To stand out as a candidate you will also need to demonstrate:

• Track record of running large, digital / technology programs in customer-facing role

• Proven experience in navigating sophisticated, multi-divisional, multi-geographical organizations to identify the right customer partners and build trusted advisor relationships.

What you’ll achieve:

3 months:

• Become familiar with MuleSoft messaging, delivery blueprint, solutions, positioning, competition and product suite

• Begin to meet and engage your portfolio of customers and become proficient in their history, their business outcomes, and their goals

• Develop working partnerships with the MuleSoft account team supporting your customers
  

12 months:

• Own the engagement, retention, and growth of your customers

• Build and cultivate relationships with senior executives in business and IT to ultimately align across with Business Outcomes and secure partnership in their transformation initiatives

• Acquire MuleSoft messaging certification

• Take one or more MuleSoft solution classes

• See tangible outcomes due to successful transformation paths, using the Anypoint Platform

• Partner with AE to coordinate the internal account teams supporting your accounts

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

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