Director of Customer Success - EMEA (Remote)
You’re a jack-of-all-trades with a passion for technology and interacting with people and making them happy. You’re a leader with a history of excellent hiring, motivation, and retention of teams, and you naturally think in systems and processes for scaling those teams. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and have managed a team in a role like technical account management or customer success. One of the things that pleases you most in life is helping customers successfully use your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you love working alongside people like data scientists, algorithm experts, and a variety of engineering teams to expand your knowledge.
About the Position
As Director of Customer Success - EMEA, you’ll be growing and managing a team (10+ people and growing) that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our Services.
Your specific responsibilities will include:
● Leading and coaching a team of high-functioning CSMs
● Repaying our customers’ trust through ensuring they get live with and perpetually see value from our product and are thrilled with the results
● Putting in place and iterating on the right systems and processes to allow for rapid growth in our team while only improving the service our customers receive from us
● Establishing, maintaining, and driving value through executive relationships across our customers
● Ensuring the team understands and reinforces with customers why Constructor is valuable to them– ensuring that the experience with CS feels like a natural extension and continuation from a sales cycle
● Ability to get your hands dirty and work with customers directly when needed–you can lead from the front
● Training a team to understand the needs and roles within the enterprise organizations we work with and helping manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings
● Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful
● Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources
● Always looking for new ways you can make our integration process more robust and make customers feel even more successful
About the Team
We’re a passionate global and remote team who love challenges and want to make our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and being driven by metrics that matter. We believe that empowering everyone in a company to do what they think is best can lead to great things.
Requirements
● A minimum of six years professional experience dealing directly with customers and large organizations in a role where you were exposed to technical people
● A minimum of two years in a leadership role within customer success, technical account management, or solutions consulting where you helped craft process
● Technical curiosity and ability to speak confidently about how a product works, even with technical leaders
● Excellent communication and interpersonal skills
● Excellent ability to quickly understand the different roles in an organization, focus on the ones most important to a task, and craft clear narrative to get people behind your ideas
● Ability to convince and motivate those around you to do what you know is right
● Ability and desire to learn quickly, think outside the box, and come up with solutions to problems
● Enjoy interacting with customers and solving new problems daily
● Bonus: are fluent in multiple languages
● Able to work EMEA hours
Benefits
- Leave Package
- Work From Home
- Training & Development
- Employee Assistance Programme - Counseling
- Stock Option Plan
- Paid Time Off
- Performance Bonus
- Company retreats