Senior Director of EMEA Customer Success
3 weeks ago
About the Role:
ExecThread is seeking an experienced Senior Director to lead our EMEA Customer Support team. As the key representative for EMEA in the global leadership team, you will be responsible for ensuring the delivery of world-class service to our customers in the region. Your primary focus will be on driving customer success and support delivery activities, while also acting as the escalation point for strategic customer issues.
Key Responsibilities:
- Develop and execute customer success and support strategies that align with ExecThread's global objectives.
- Lead a high-performing team of customer support professionals, providing guidance and coaching to ensure exceptional customer experiences.
- Collaborate with cross-functional teams to identify and address customer pain points, driving process improvements and enhancements.
- Manage customer escalations, providing timely and effective resolutions to ensure customer satisfaction.
Requirements:
- Proven leadership experience in technical support and at least one other key functional area.
- Bachelor's degree in computer science or equivalent work experience.
- Strong technical background in network architectures with cybersecurity knowledge.
- Executive presence, strong business and financial acumen, and a track record of operational excellence.
- Minimum of 5 years' experience in technical roles, 5 years with enterprise customers, and 5 years in management.
- Strong track record in customer success and a passion for delivering exceptional customer experiences.
What We Offer:
ExecThread is a dynamic and innovative company that offers a collaborative and supportive work environment. As a Senior Director, you will have the opportunity to make a significant impact on our customers' experiences and contribute to the growth and success of our organization.
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