Director, Digital Customer Success & External Partnerships

The Sherwin-Williams Company; Cleveland (OH); Remote; USD 90,000 - 140,000; Full time

Job summary

An established industry player is seeking a Director of Digital Customer Success and External Partnerships to lead innovative strategies that enhance customer experiences and drive business growth. This pivotal role focuses on establishing and optimizing key alliances while managing a dedicated team to ensure the successful adoption of digital tools. The ideal candidate will possess strong leadership and analytical skills, thrive in a fast-paced environment, and have a passion for customer success. If you're ready to make a significant impact in a dynamic setting, this is the perfect opportunity for you.

Qualifications

• 8+ years of experience in field sales, customer success, and/or marketing.
• Strong analytical skills with a data-driven approach to decision-making.

Responsibilities

• Identify and manage strategic partnerships that align with company goals.
• Oversee the team driving customer success of digital experiences and tools.

Skills

Sales Experience

Customer Success Management

Negotiation Skills

Analytical Skills

Leadership Skills

Cross-functional Collaboration

Education

Bachelor's Degree

Tools

AI-driven Customer Success Tools

SaaS Solutions

Job description

The Director of Digital Customer Success and External Partnerships is responsible for driving customer success through digital experience strategies with strategic external partnerships. Focused on the Global Architectural Business, this role will establish, optimize and manage key alliances that incorporate company brands, products, colors and/or capabilities into external customer experiences to drive revenue and business insights. This role will also manage the team responsible for driving adoption and customer success of Sherwin-Williams owned digital experiences and tools.

This position works closely with cross-functional partners and subject matter experts to achieve results by identifying opportunities and facilitating solutions in collaboration with E-Commerce, Data, Legal, Sales, Market Segment, and Data Analytics & Insights.

To be successful in this role, the incumbent will 1) be an advocate for the D2C and B2B journey of varied segments of paint customers, 2) be data-driven and solution-oriented, and 3) have a strong passion for sales and customer success to develop and manage influential partner relationships.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships."

• Identify, negotiate, and manage strategic partnerships that align with company goals.
• Collaborate with digital product, technology and data partners to provide solutions that enhance customer value and deliver business insights.
• Develop joint go-to-market strategies and playbook with internal and external partners to drive customer success and business growth.
• Develop customer advocacy initiatives and leverage feedback loops for continuous improvement of digital partnerships to drive digital strategy.
• Oversee the team responsible for driving adoption and customer success of Sherwin-Williams owned digital experiences and tools.
• Manage team and/or agency partners to help manage and execute partnership relationships.

EDUCATION:

Required: Bachelor's Degree or Equivalent Experience

KNOWLEDGE & EXPERIENCE:

Required:

• 8+ years of experience in field sales, customer success and/or marketing.
• Excellent leadership, communication, sales and negotiation skills.
• Ability to work cross-functionally and align teams on shared goals.
• Strong analytical skills with a data-driven approach to decision-making.
• Thrives in a fast-paced work environment, keeping a positive attitude and fostering team spirit.

Preferred:

• Proven track record in scaling customer success programs through digital initiatives.
• Experience in paint industry, specifically with paint professionals in the residential repaint segment.
• Exposure to SaaS solutions, API technology, Retail Media Networks, data syndication and/or digital product management processes.
• Experience with AI-driven customer success tools.

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

• 30%

This can be a remote position