Director, Customer Success

As 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 Youll Do

• 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 Ventions global technologies performance to enhance adoption and growth of Ventions 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 Ventions fulfillment partners and users successful
• Direct and develop the foundations for a Vention technical user community such as owning the budding Forum platform and pursuing user engagement

Qualifications :

What You Bring to the Table

Were 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 youre excited about what you read and think youd be a great fit we encourage you to apply even if you dont meet every single qualification.

Youll bring:

• Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background mandatory
• 8 years experience in the automation or closely related field working directly wit customers and partners
• Broad and deep understanding of customers across industries and segments and geographies
• 3 years experience in managing engineering teams preferably in after sales functions
• Demonstrated ability to lead client discussions with a focus on technical solutions
• Experience and ability to adapt and build processes from the ground up
• Proven leadership skills with experience building and managing teams
• Excellent communication and collaboration skills with the ability to influence and drive change across all levels of the organization
• Strong knowledge of programming (Robots Python React Javascript etc)
   

Additional Information :

What We Offer

• Career 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 feedback
• Gender diversity & inclusion: Pay equity reviews inclusive policies and a Womens 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 Interview

• Initial Call
• Meet the Team
• Case or take-home interview
• Decision & Offer

Were committed to making every step of the process inclusive and accessible. If you require accommodations at any stage please let us know well ensure you have what you need to succeed.

Professional Growth & Development

Vention 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 leaders
• Quarterly 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 business
• Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning
• Book allocation program to further your knowledge in your domain of expertise or any business leadership topics

Diversity Inclusion & Belonging at Vention

When you join Vention you join a team of professionals with diverse experiences backgrounds and perspectives. Together were 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.

Ventions culture

Vention is an uplifting environment for high achievers. Thinking that Ventions culture would keep you energized See our full culture guide here.

Remote Work :

No

Employment Type :

Full-time