Director of Technical Success
Job Summary
Leading the Enterprise segment TSM organization, the full-time Director of Technical Success will manage a team of Managers to drive NRR and GRR performance, ensuring high-quality customer relationships and executive engagement across significant accounts in a remote setting.
Key responsibilities
- Own the Enterprise segment's NRR and GRR targets, maintaining a real-time view of segment health and conducting account reviews
- Develop and coach 3-5 Managers, overseeing their performance management and leadership growth
- Engage directly with high-risk and high-ARR accounts, co-leading recovery efforts and maintaining executive relationships
Required qualifications
- 8+ years in post-sales customer-facing roles with at least 3 years in a people management position
- Demonstrated experience in leading Managers and second-line leadership
- Strong commercial instincts with the ability to analyze NRR/GRR forecasts and develop recovery strategies
- Proven executive presence in strategic account situations at the VP and C-suite level
- Background in UCaaS or CCaaS industries strongly preferred
Complete Job Description
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