Customer Success Director

Career - Full Time Open position Waylay Icon
Full Time
Location Marker - Waylay Careers
Ghent, Belgium

Interested in IoT? Then Waylay might be the place for you we provide enterprise IT-OT digital unification software delivering low-code-based orchestration, automation, and analytics IoT software solutions.

Job description

To accelerate our growth and streamline our customers’ successes, we are looking for a hands-on enthusiast to join our team. Backed by a strong R&D team and product organization, the Director Customer Success will build and lead a team of Solution Developers and Service Engineers.

You are willing to engage in the long term and be part of the growth of Waylay.

Responsibilities

  • You are responsible for the Waylay Services and Support team and work cross-functional with the Sales and R&D teams.
  • You lead Customer support, as well as customer project implementations.
  • You lead the existing services team and grow the team over time. You define vital skills, training, and development paths for team members.
  • You make services budget estimates for inclusion in customer proposals, and you follow-up on project costs versus budget and make sure that services and projects are adequately invoiced.
  • You build a long-term trust relationship with customers, and you are the first point of escalation for customers. Customers can rely on your professionalism, transparency, and to-the-point communication.
  • You are hands-on and able to understand customer problems and how Waylay’s technology can resolve these.
  • You lead the team to work through challenges productively. One of these challenges is building a global team that provides 24×7 support and delivers the service with local and nearshore people.
  • You define vital skills, training, and development paths for team members.
  • When the world goes back to a pre-corona working environment, and WFH is no longer the general guideline, this role requires coworking with the team in Gent, Belgium.
  • Ability and willingness to occasionally travel required.
  • You report to the President Enterprise Platform.

Skills & Experience

  • Bachelor’s or master’s degree in business and/or technology, or an equivalent combination of education and experience.
  • You have five years of relevant industry experience in a combination of product engineering, cloud services, and field services. Prior experience in an international scale-up is a must.
  • The ability to individually coach, mentor, and develop services team members to enhance their performance.
  • Well organized, able to multitask, own and manage multiple deadlines to successful completion. Ability to synthesize information from various sources into a coherent plan. You have time management and planning skills.
  • You radiate drive and energy and can move a team forward both in good and in challenging times.
  • You display a passion for what you do, a drive to improve, and a relentless commitment to win.
  • Since customer-facing activities are essential, you have strong communication and interpersonal skills.
  • You value teamwork and accountability.
Apply now