ABOUT NuORDER:

NuORDER is a venture-backed, B2B eCommerce technology company revolutionizing the way the $130 billion wholesale business is done. Since 2011, we’ve offered a platform to empower brands and retailers to conduct their business in a smarter, modern, more efficient way and 100% online. We’re digitizing the buying process and currently partnering with over 2,000 brands and 500,000 retailers within different verticals to provide a central place to browse different products and catalogs, access up-to-the-minute sales and inventory data, and place orders any time of day, even via mobile.

POSITION SUMMARY:

This is a key leadership position that will help drive the success of our rapidly growing business in Europe. While this is a management role, it requires a candidate to take a “hands on” approach working directly with customers and technology. The primary responsibility is management of the teams and programs related to the services, support, and success of NuORDER customers in the region. Services staff engage in onboarding, integration, and consulting projects. The Support team manages issue resolution targeting high levels of customer satisfaction. The Success group is responsible for driving product adoption, retaining SaaS revenue, and identifying opportunities for expansion.

As the Director you will also be personally responsible for maintaining relationships with key stakeholders in our enterprise accounts. Responsibilities include clarifying and evangelizing NuORDER’s features and capabilities, helping customers understand how their current wholesaling and B2B processes can be improved with NuORDER. You will help determine appropriate initiatives for customers and ultimately be responsible for delivering solutions that drive measurable business outcomes. Your success will derive from your focus on customer outcomes, leadership of our teams, solution expertise, and ability to thrive in a fast-paced cross-functional team environment.

We are seeking candidates with a track record of high performance in services, customer success, or account management teams at B2B cloud software firms. We strongly prefer candidates in the UK but are open to remote applicants.

Responsibilities

• Coach and professionally develop direct reports, and recruit for open roles 
• Support, monitor and analyze the activity of teams and provide executive reporting on accomplishments
• Plan, organize, and manage all phases of the customer lifecycle
• Actively monitor customer health, develop strategies to drive retention, and provide revenue forecasts.
• Develop aggressive targets and manage to a weekly, monthly and quarterly engagement quota and oversee associated incentive comp plans
• Develop deep and lasting relationships with key players in our largest enterprise accounts including executive staff, middle management, and individual contributors
• Handle difficult escalations and crisis situations
• Collaborate with sales teams to thoroughly understand and document customers’ business goals and develop and deliver solutions to exceed expectations
• Collaborate with Product Management and Engineering to identify and prioritize new platform features

Requirements

• Management experience in customer facing technology roles with a blend of IT and account management skills
• Charismatic leader with the ability to build great rapport with key stakeholders, including the ability to influence, negotiate and achieve results through others who are not direct reports or work for external organizations
• Ability to challenge, recommend and redirect teams as well as manage client expectations during the engagement
• Ability to recruit, train, and provide mentorship to new staff 
• Previous experience with solution development, contracts, staffing, project management, and revenue generation
• Operational experience supporting data driven business applications in a B2B environment with the ability to apply strategic thinking in the understanding of customer requirements
• Experience in a fast-paced, high growth environment where decision making and swift execution command a high premium
• Ability to multitask and manage multiple projects simultaneously across different time zones and countries
• Strong communication skills, both written and verbal 
• This position is open to remote candidates
• English required, with fluency in additional languages preferred

WHY NuORDER? 

We’re creative, innovative, and helping businesses become more efficient. Ensuring that each member of our team feels fulfilled and on track to become the very best employee they can be is important - and we encourage our people to discover new ways of achieving specific goals. We fully believe that each and every individual part of our organization provides value, a new perspective and progress to NuORDER’s growth and success. Come join us so we can build together! 

BENEFITS:

NuORDER offers a competitive salary and benefits package complete with health insurance, a matching 401k program, flexible PTO & a wide array of holidays. We also offer paid maternal and paternal leave.