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Director, Customer Success

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Dow Jones

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Product
  • Rome
    Remote

AI generated summary

  • You must have a master's in IT, 12+ years in project management, strong leadership skills, and fluency in English; travel in Europe 1-2 times a month is required.
  • You will manage customer project deliveries, coordinate service staff, ensure technical requirements are met, improve processes, gather product feedback, and support tender responses.

Requirements

  • A master's degree, most preferably in Computer Science or a similar IT-related field
  • Experience building, leading, and participating in a fast-paced services team delivering complex technical situations in successful projects within the enterprise software business/SaaS
  • 12+ years of experience with project management/consultancy that has given you excellent skills in project and time management
  • Skills in leadership related to sales, product management, engineering, and technical support and ability to balance customer needs with deliveries
  • Experience communicating the value of the product and its features to customers that enables you to deliver presentations and facilitate tasks and information in fluent English. Additional proficiency in European languages
  • Be available for travel within Europe, 1-2 times per month at 1-2 nights each time

Responsibilities

  • Managing all customer-facing project deliveries (already from a pre-sales stage) and technical resources in bottleneck situations to ensure technically sound, on-time delivery of proof of concepts, customer onboarding/rollouts
  • Prioritise and coordinate the work of the service delivery staff under the defined service delivery framework and utilising technical resources from the development team to deliver on requirements
  • Work with the Head of Engineering to ensure that customer requirements are understood and will be delivered according to the agreed time plans
  • Secure focus on building and improving process efficiency and setting up procedures for customer projects, project definition, technical implementation
  • Collecting product feedback and customer wish lists and participating in product roadmap meetings to inject prioritised customer requirements
  • Organise responses to and managing tenders/RFXs and gathering technical and commercial information from relevant parties to support the Sales Director

FAQs

What is the main responsibility of the Director, Customer Success?

The main responsibility is to lead service delivery for A2i products, ensuring successful execution of customer projects and maintaining strong customer relationships on both technical and business sides.

Who will the Director, Customer Success report to?

The Director, Customer Success will report to the VP of Operations.

What qualifications are required for this role?

A master's degree in Computer Science or a similar IT-related field is required, along with 12+ years of experience in project management/consultancy in the enterprise software business/SaaS.

Is travel required for this position?

Yes, travel within Europe is required, typically 1-2 times per month for 1-2 nights each time.

What kind of experience is needed in terms of team management?

Experience in building, leading, and participating in a fast-paced services team delivering complex technical solutions is needed.

Are there any language requirements for this role?

Proficiency in fluent English is required, and additional proficiency in European languages is preferred.

What benefits does the company offer?

The company offers comprehensive healthcare plans, paid time off, retirement plans, lifestyle programs, education benefits, and more.

Is this position part of a union?

No, this is a non-union role.

What is the focus of A2i Systems, the team associated with this role?

A2i Systems focuses on AI-powered fuel and EV pricing solutions utilizing advanced artificial intelligence to forecast consumer buying behaviors in dynamic markets.

How does this role contribute to customer success?

This role ensures that customer requirements are understood and met, facilitates efficient service delivery, and gathers product feedback to inform the product roadmap, thereby enhancing customer satisfaction and success.

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Dow Jones

Entertainment & Media
Industry
1001-5000
Employees

Mission & Purpose

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, and video --including some of the widest-read and most-respected brands, like The Wall Street Journal, Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource. Our products inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. We enlighten and inspire audiences around the globe with authoritative, differentiated and trusted content.