Director, Digital Customer Success & External Partnerships

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