Director of Customer Success

A career with EROAD offers the unique opportunity to work in a fast-growingorganisationthat is at the forefront of intelligent transport solutions - enhancing road safety improving productivity and reducing environmental impact. EROADs mission is to deliver intelligence you can trust for a better world tomorrow.

Werelookingforanexperienced Director of Customer Success to lead customer outcomes across New Zealand and play a critical role in driving adoption retentionsatisfactionand growth across our customer base.

This is a senior hands-on leadership opportunitycombiningstrategic ownership with frontlineexecutionremainingclose to customers while leading and developing our Customer Success and Technical Account Management teams.

About the role

As Director of Customer Success (NZ) you willownthe end-to-end customer experience across the full lifecycleoperatingwithin EROADs three-way account model-EnterpriseCustomerSuccessandTechnical Account Management.Youllensure clear accountability strongco-ordinationand consistent delivery of value to customers.

In this role you will:

• Leadcoachand develop the NZ Customer Success and Technical Account Manager teams

• Embedaco-ordinatedapproach to customer onboardingadoption issueresolutionand renewal

• Drive a culture whereteams take ownership of customer issuesand work proactively across teams to deliver solutions

• Drive continuous improvementwithinteam performance and process

• Use data andoperationalmetrics to inform decision making

Whatyoullbring
You bring 5 years experience in senior Customer Success or Account Leadership roles strong commercial acumen experience in SaaS or technology environments and a proven ability to lead teams whileremaininghands-on with customers.

To be successful in this role you will have:

• At least 3years experiencein Customer Success Customer Operations or Service Management

• Demonstrated experienceworking closely with technical and delivery teamsto support product adoption issueresolutionandrevenue growth.

• An ability to think strategically

• Anunderstanding of Customer Delivery frameworksprocessesand tools.

• Strong communication stakeholder management and problem-solving skills

• Commercialacumen andexperienced inusingof data for decision making

• Comfortable working in a fast-paced growth environment

• BachelorsDegree and/or 7years experiencein a customer facing capacity (egCSM AM Customer Operations orsimilar).

WhyYoullLove Working at EROAD

EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012wererepresented on the NZX and ASX and continue to grow rapidly across New Zealand Australia the Philippines and the USA.

At EROAD we value diversity and are proud to be a multiculturalorganisation. We invest in our people through employee recognition programs EAP offerings and continuous learning opportunities.

Our people are at the heart of everything we do - we foster a culture of innovation collaboration and belonging where you can bring your ideas to life.

Join EROAD and be part of a purpose-drivenorganisationthatsshaping the future of connected transport- wecantwait to hear from you.