Technical Director – Customer Success
Greater Boston Area
12 hours ago
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.