The Director of Customer Success is a key member of the management team, responsible for the public and internal communication channels of the Customer Support organization and Strategic Account Management function. The primary focus is to develop a culture of proactive communication focusing on clear messages for external customers and a collaborative approach when working internally. This important role ensures that all stakeholder teams (Sales, Development, Deployment, DevOps, Executive Management, etc.) are aligned, transcending any operational silos.

This role will directly manage Lumeon’s Client Success Executives and the Technical Service Engineers on the Customer Support team and report into VP of Customer Success to enable the delivery of top-class service

Requirements

• Provides managerial leadership and mentorship to the Technical Support team, including recruiting and retaining top talent and creating career paths
  
• Owns the problem management process, including workflows and SLAs
• Provides proactive and clear technical and non-technical communication to Lumeon stakeholders and customers
• Continually reviews the service provided to end-users and customers to ensure it meets agreed upon service levels and requirements
• Provides a non-technical escalation point for Lumeon and its customers
• Owns key cases and escalates internally to facilitate complex and/or protracted investigations and/or projects
• Collaborates with Technical Support and DevOps to manage resources and deadlines to ensure prompt delivery of committed activities
• Develops and implements Technical Support and DevOps processes
• Collaborates with Operational Excellence Manager to document and maintain critical processes
• Develops and implements data-based reports on performance and activities of technical teams
• Creates Root Cause Analysis (RCA) reports and Incident Reports to Lumeon and its customers
• Lead the Client Success Executives (CSE) to support and grow strategic accounts
• Assist CSE’s with the development of customer journey roadmaps and standardized quarterly business reviews
• Work closely with Sales and Transformation teams to set client targets, track and report progress

What We’re Looking For/ Essential Experience

• 5-7 years in a management role in a technical environment (software) required
• Must be driven, proactive, and able to lead an organization through change
• Excellent verbal communication and written communication skills are a must
• Must have strong interpersonal skills and be comfortable managing direct reports remotely across diverse geographies
• Must exhibit a high level of openness, integrity, and business ethics
• Strong organizational skills and attention to detail is required

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Flexible Paid Time Off (Sick Days & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Perkbox

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