Technical Director – Customer Success

| Greater Boston Area

Apply if you are…

  • Motivated to build a world-class Technical Customer Success team with deep technical expertise and a fanatical focus on customer satisfaction
  • Deeply hands-on and excited to work with cutting-edge cloud computing technology in a dynamic agile environment
  • Energized about working at a fast-paced start-up with high levels of uncertainty and change
  • Open-minded and a strong communicator who knows how to interact with Customer teams as well as with Product and Engineering teams
  • Psyched to work with a talented team that is moving the needle on the most pressing challenges in US healthcare

You should expect to…

  • Serve as the primary point of contact post implementation. Assume overall customer adoption responsibility and critical issue management role.
  • Resolve customer issues in a hands-on manner, including triaging, troubleshooting, escalating, and/or providing resolution to technical support tickets, and achieving key business objectives (SLAs, KPIs, etc.).
  • Monitor customer adoption and product utilization, proactively understand exactly how customers are using the platform to drive their use cases and adoption.
  • Advocate customer needs/issues cross-departmentally. Align so seamlessly with client services, product and engineering that we can barely tell what team you’re actually on.
  • Attract, hire and retain a high-performing team, including serving as a manager, mentor, knowledge resource, and escalation point.
  • Focus on automation and scaling of Customer Success functions.
  • Effectively communicate customer feedback to Engineering and Product Management in order to continually add value to the customer experience
  • Stay abreast of evolving practices and models in Customer Success and Technical Support

Terrific if you have…   

  • Prior experience in Customer Success or equivalent role of supporting customer ops and satisfaction
  • Experience with early-stage B2B SaaS product companies and working with large enterprise clients
  • Expertise in cloud computing and big data technologies
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Technology we use

  • Engineering
    • JavaLanguages
    • PythonLanguages
    • AWSLanguages
    • TerraformLanguages
    • GitlabLanguages

Location

Up and coming tech area! We are a 5-minute walk from Sullivan Square and have convenient onsite parking.

What are Abacus Insights Perks + Benefits

Culture
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Pet Friendly
The Abacus office is located in a dog-friendly building.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
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