WHO WE ARE? At AI Squared, our vision is to foster widespread AI adoption by embedding AI insights directly into mission-critical business applications and everyday workflows. By leveraging AI Squared's platform, organizations can access and integrate any data or machine-learning insight directly into their web-based business applications - leading to data-driven decisions and ML-powered innovation.

Job Summary:

The Customer Success Director is responsible for providing industry-leading service while meeting the quality and expectations of customers. This position is responsible for the overall customer satisfaction with products and services.

Supervisory Responsibilities:

Oversees Client Success Team. Inspires innovations and design a strategy to resonate with top customer success strategies.
This position is directly responsible for leading managers of the division and indirectly responsible for all employees within the division.
Works with all internal and external personnel that will affect the satisfaction of customer with the company's products and services.
Collaborates with other department heads to monitor each department and make recommendations, when needed.

Duties & Responsibilities:

Manage several teams' interactions to include Customer Success Engineers, Professional Services, Resident Solutions Architects and Engineers and Customer Support Services.
Inspire innovations and design a strategy to resonate with top customer success strategies.
Nurtures high-end customers to ensure all business processes across multiple business lines are processed and addressed within established service levels.
Participation and administration of special projects with customers and internal organization.
Coordinate and manage implementation and testing for new projects or change requests, including participating in testing.
Coordinate with global teams for supporting all service delivery aspects of businesses, including back up scenarios to other locations.
Oversees, manages, and administers special projects with customers and internal organizations.
Manages any inquiries, issues, and improvements for supported programs.
Identifies emerging issues and trending problems for solutions and drive solutions to resolution.
Works with client's and their tools and websites.
Keeps abreast of program changes, informational updates and responsible for updating team members on all changes.
Monitors status and volumes for all business lines to ensure all service levels are met as established by the company and customer.
Supports management to ensure all customers requirements, requests and SLAs are met consistently.
Develops and streamlines procedures across area of focus.
Performs other duties as assigned.

Required Skills & Abilities:

Excellent verbal and written communication skills that may include public speaking and presentations.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Excellent management and supervisory skills.
Excellent analytical and organizational skills.
Strong interpersonal and conflict resolution skills
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.

Education & Experience:

Bachelor's degree in business administration, Marketing, or related field. Masters degree preferred
Technical experience required via education and/or work experience
At least from five (5) to seven (7) years of managerial experience within account or service delivery teams or related experience required.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

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Director of Customer Success