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About the Role

This role is responsible for managing the global TeamMate Customer Lifecycle, from implementation through renewal, aiming to maximize customer engagement and improve retention. The position leads Professional Services, Customer Success, Customer Service, Sales Support, and Retention functions, while also contributing to TeamMate Strategy, Go-to-Market activities, and owning the Business Intelligence function. The role manages approximately 90 professionals globally and multiple external partners.

Responsibilities

• Design and execution of implementation and training for TeamMate products.
• Manage external partners for implementation capacity, including enablement and certification.
• Oversee renewals across the TeamMate customer base, including process definition and customer interactions.
• Collaborate with GSO teams on process automation and with Finance and Order Management on invoicing.
• Identify upsell opportunities for the Sales organization.
• Design and execution of omnichannel customer support (phone, email, self-service).
• Manage external partners for Customer Support capacity.
• Work closely with Development teams to identify product and service improvement opportunities.
• Design and execution of the Customer Success function to increase customer value and satisfaction.
• Establish, develop, and maintain relationships with strategic and at-risk accounts.
• Coordinate with Retention and provide additional coverage.
• Proactively engage customers to understand needs and resolve challenges.
• Manage an Associate Director and a team of 4 for Business Intelligence, Product Operations & Sales Support.
• Define packaging and pricing for TeamMate products.
• Coordinate the creation and maintenance of materials in ERP and CRM systems.
• Lead collaboration with GSO and GBS teams to automate and improve processes.
• Support Finance on Professional Services revenue recognition and collaboration with Collections.
• Lead transactional data analysis and reporting across pipeline, sales, Customer Support, and Professional Services.
• Develop business cases for investment decisions, including product development and hosting alternatives.
• Lead market-sizing activities.
• Support strategic decision-making, including VSP and budget preparation.
• Lead strategic projects.

Requirements

• Significant in-house operating leadership within enterprise software, B2B SaaS, or a similarly regulated, recurring-revenue business.
• Proven ability to translate strategy into measurable operational improvement.
• Experience leading complex work at pace.
• Experience leading sizeable, geographically distributed teams through experienced functional leaders.
• Strong commercial and analytical judgment, with an understanding of customer economics, retention, recurring revenue, and services delivery.
• Ability to connect operational detail with the wider business context and make clear, well-structured decisions.
• A collaborative leadership style and the credibility to influence across functions.