Director of Customer Success

1 month ago

Montreal, Quebec, Canada Vention Full time
Job Title: Director, Customer Success

Are you a seasoned leader with a passion for customer success and automation? Do you have a proven track record of driving growth and innovation in the industrial automation space? We're seeking a highly skilled Director of Customer Success to join our team at Vention.

Key Responsibilities:
  • Lead and manage a team of engineers and customer experience specialists to deliver exceptional customer outcomes.
  • Develop and implement after-sales support best practices to ensure timely resolutions of technical and logistical issues.
  • Monitor Vention's global technologies performance to enhance adoption and growth of Vention's software offerings.
  • Escalate management for the team and provide strategic guidance on commercial, technical, and strategic situations.
  • Drive a customer-centric culture within the team and across the organization.
  • Maintain the technical knowledge base of the CS team to influence product organization, resolve user issues, and provide assistance to sales and customers.
  • Ensure high-end customer experience, measured in CSAT and NPS.
  • Develop comprehensive feedback loops with Vention functions to ensure a strong voice of customer.
  • Implement project management practices for seamless execution of programming and training services.
  • Develop programs to make Vention's fulfillment partners and users successful.
  • Establish a Vention technical user community, including the Forum platform and user engagement.
Requirements:
  • Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background required.
  • 8+ years of experience in automation or a closely related field.
  • Broad and deep understanding of customers across industries and segments.
  • 3+ years of experience managing engineering teams, preferably in after-sales functions.
  • Demonstrated ability to lead client discussions with a focus on technical solutions.
  • Experience working in a startup or fast-paced environment, with the ability to adapt and build processes from the ground up.
  • Proven leadership skills, with experience building and managing teams.
  • Excellent communication and collaboration skills, with the ability to influence and drive change across all levels of the organization.
  • Strong knowledge of programming languages, including Robots, Python, React, and Javascript.
What We Offer:
  • Flexible paid time off and remote work policies.
  • Complimentary beverages and snacks to fuel your day.
  • Global comprehensive health plans to ensure your well-being.
  • Career growth opportunities to help you achieve your goals.
  • Fun-filled social events to celebrate with your team.
  • Time off to volunteer and give back to your community.

We're committed to equal employment opportunity and strive to create an inclusive work environment for all. If you're a motivated and experienced professional looking to make a lasting impact, we encourage you to apply.

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