Director, Customer Success

Job DescriptionAs a Director of Customer Success at Vention… you will champion how customers realize value from Ventions products and services. The customer success function is focused on accelerating customer growth through a combination of product utilization and the expertise within the CS team. This team is made up of Automation Integration specialists (IS), Customer Experience specialists (CES), Customer success managers (CSM) and MachineLogic Programming experts (MLX). Your ability to develop programs to have a strong and efficient voice of customers with the product functions at Vention and your domain expertise in industrial automation will help you influence the products Vention builds and set up Ventions’ users for success. Collaborating closely with the technical sales team, you and your team play a pivotal role in adoption of the technologies Vention provides by supporting pre-sales efforts as well as adopting a “no user left behind” strategy. What You'll DoLead, mentor, and manage a team of engineers and customer experience specialistsDirect and implement after-sales support best practices to ensure timely resolutions of technical and logistical issuesDirect and implement programs to monitor Vention’s global technologies performance to enhance adoption and growth of Vention’s software offeringsLead escalation management for the team and be the path to challenging commercial, technical, and strategic situationsLead and drives a customer-centric/customer-obsessed culture within team and across orgDirect and implement programs to maintain the technical knowledge base of the CS team at the required level to influence the product organization, resolve issues users may be experiencing, and provide assistance to the sales group, as well as customers, with expertiseResponsible for high end customer experience, measured in CSAT and NPSDirect, develop and maintain comprehensive feedback loops with the various Vention functions to ensure a strong voice of customerDirect, develop and implement project management practices to ensure seamless execution of the programming and training servicesDirect and develop the programs necessary to make Vention’s fulfillment partners and users successfulDirect and develop the foundations for a Vention technical user community, such as owning the budding Forum platform and pursuing user engagementQualificationsWhat You Bring to the TableWe’re looking for skills, intellect, and experiences that will help you succeed in this role but we also know that various profiles (not only the one described below) could be successful. If you’re excited about what you read and think you’d be a great fit, we encourage you to apply, even if you don’t meet every single qualification.You’ll bring:Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background mandatory8+ years experience in the automation or closely related field working directly wit customers and partnersBroad and deep understanding of customers across industries and segments and geographies3+ years experience in managing engineering teams, preferably in after sales functionsDemonstrated ability to lead client discussions with a focus on technical solutionsExperience and ability to adapt and build processes from the ground upProven leadership skills, with experience building and managing teamsExcellent communication and collaboration skills, with the ability to influence and drive change across all levels of the organizationStrong knowledge of programming (Robots, Python, React, Javascript, etc)  Additional Information‍What We OfferCareer pathing: Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program Professional development: Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedbackGender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women’s Employee Resource Group offering networking, mentorship, and quarterly learning sessions.Hybrid work: Enjoy flexibility with our hybrid model, allowing you to work from home on select days.Community engagement: Two paid volunteering days per year to give back to causes you care about.Central location: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants.Team events: All year round employee events including annual kick-off, employee summit, quarterly happy hours, and department events.Comprehensive benefits: A complete group benefits plan for you and your family that start day one.What to Expect in Your InterviewInitial CallMeet the TeamCase or take-home interviewDecision & OfferWe’re committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know, we’ll ensure you have what you need to succeed.Professional Growth & DevelopmentVention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses:In-house coaching program with former industry executives working with small cohort of emerging leadersQuarterly management training on topics ranging from “Giving & Receiving Feedback, to Building high-performing teams, to "Developing your own Leadership model”Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and businessDedicated professional development channels sponsored by the Executive team to foster continuous professional learningBook allocation program to further your knowledge in your domain of expertise or any business leadership topicsDiversity, Inclusion & Belonging at VentionWhen you join Vention, you join a team of professionals with diverse experiences, backgrounds, and perspectives. Together, we’re building a workplace where everyone belongs, feels valued, and can achieve extraordinary results.We celebrate differences in ideas, in experiences, and in people. Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive.Vention’s cultureVention is an uplifting environment for high achievers. Thinking that Vention’s culture would keep you energized? See our full culture guide here.