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, ensuring high performance in NRR and GRR while fostering strong customer relationships and providing executive-level engagement in strategic accounts, all within a remote work environment.

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 in people management and performance processes, while identifying future leadership candidates
• Engage directly with high-stakes accounts, co-leading recovery efforts and maintaining regular contact with top clients

Required qualifications

• 8+ years in post-sales customer-facing roles, with at least 3 years in a people management position
• Demonstrated experience leading Managers and developing second-line leadership capabilities
• 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 the UCaaS or CCaaS industry is strongly preferred