Full-Time Director of Customer Success & Implementation

TRAILD: Who are we?TRAILD is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable. Just as your bank provides always on risk protection for your credit card, TRAILD provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes. Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients make their AP process more streamlined, automated and secure. We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security. Hear how TRAILD customers speak about us here.

The Role: Want to be a part of our exciting growth journey? We are seeking an experienced Director of Customer Support and Implementation to join our talented and dynamic team. As our company continues to expand into international markets, we need someone with a genuine passion for scaling and growing a Customer Support and Implementation Team. In this role, you will be responsible for defining and implementing best practices, procedures, and KPIs to support a global team. The ideal candidate will have a strong background in leading and scaling Customer Support and Implementation teams within SaaS/technology organizations, excellent interpersonal and communication skills, and previous experience creating and executing a playbook for the Customer Support and Implementation function.

Key Responsibilities

• Own and maintain the Department metric tracking, (such as onboarded ARR, ticket resolution rates and onboarding rates) and reporting cadences for the Customer Support and Implementation team, including defining future KPIs as the business evolves.
• Oversee a team of Customer Success Managers, Customer Support Managers and Customer Implementation Managers, providing mentorship, setting performance goals, and supporting their professional growth.
• Roll out tried and tested Customer Support and Implementation playbooks, to implement scalable processes and best practices for onboarding, training, and ongoing account management.
• Collaborate with internal and external stakeholders to create a prescriptive roadmap for future processes, tech, and reporting needs aligned with company goals.
• Take a hands-on approach with customer training and implementations, ongoing support and troubleshooting, especially with priority customers.

Who You Are: (include required qualifications, experience, education)

• 15+ years of experience supporting customers and leading customer-facing teams (at least 5 years within a B2B technology/Saas company)
• 10+ years in people management (both small and large teams)
• Prior experience scaling a Customer Success/ Customer Support/Implementation team
• Global experience is a plus
• Experience with ERP or accounting systems (eg. SYSPRO, Acumatica, Epicor) is a plus
• Prior experience thriving in a fast-paced startup/scale up environment
• Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset
• Outstanding organizational skills; ability to prioritize effectively and collaborate cross-functionally
• A process-oriented approach to workflow. You can leverage project management software to ensure the seamless end-to-end execution of projects and programs.
• Solution-oriented mindset. If there’s a broken process or missing information, your first instinct is always to fix the issue and your second is to figure out how to prevent it from happening again in future.
• Intrapreunership and proactiveness
• Strong collaborator with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit.

The Perks of Working at TRAILD

• Flexibility: we offer a range of remote, hybrid and flexible working options.
• Global team: we are growing across APAC, NA and EMEA and have team all across the world.
• Our team genuinely loves working at TRAILD: we scored 100% on our 2023 eNPS survey.

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment

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