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Director, Customer Success - Jobs in Montréal, Québec

Job LocationMontréal, Québec
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionDo you enjoy working with field teams and customers, and can you see a long-term vision to help drive execution strategy to accelerate customer success Do you have a record of accomplishments employing business and organizational skills, orchestrating across functions to deliver pragmatic and innovative solutions on time Are you a growth minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities If so, this role might be ideal for you.As the Director of the Customer Success department,, 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, Customer Experience specialists, and MachineLogic Programming experts. Your ability to develop programs to have a strong and efficient voice of customer 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. More specifically, your role will include:

  • Lead, mentor, and manage a team of engineers and customer experience specialists
  • Direct and implement after-sales support best practices to ensure timely resolutions of technical and logistical issues
  • Direct and implement programs to monitor Vention’s global technologies performance to enhanceadoption and growth of Vention’s software offerings
  • Lead escalation management for the team and be the path to challenging commercial, technical, and strategic situations
  • Lead and drives a customer-centric/customer-obsessed culture within team and across org
  • Direct 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 expertise
  • Responsible for high end customer experience, measured in CSAT and NPS
  • Direct, develop and maintain comprehensive feedback loops with the various Vention functions to ensure a strong voice of customer
  • Direct, develop and implement project management practices to ensure seamless execution of the programming and training services
  • Direct and develop the programs necessary to make Vention’s fulfillment partners and users successful
  • Direct and developthe foundations for a Vention technical user community, such as owning the budding Forum platform and pursuing user engagement

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