Director of Technical Success
Job Summary
Leading the Enterprise segment TSM organization, the full-time salaried Director of Technical Success will manage a team of Managers, oversee performance metrics, and engage with high-stakes accounts to ensure customer satisfaction and retention.
Key responsibilities
- Own the NRR and GRR targets for the Enterprise segment, maintaining real-time health assessments and conducting account reviews
- Develop and coach Managers on effective team leadership, performance management, and strategic account engagement
- Engage directly with top-tier accounts during executive escalations and strategic conversations to mitigate risks and drive renewals
Required qualifications
- 8+ years in post-sales customer-facing roles, with at least 3 years in a people management position
- Proven experience leading Managers and a strong track record in second-line leadership
- Strong commercial instincts with the ability to analyze NRR/GRR forecasts and develop recovery strategies
- Proven executive presence, comfortable engaging with VP and C-suite level clients
- Background in UCaaS or CCaaS industries is strongly preferred
Complete Job Description
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