Director, Customer Success

Vention helps some of the most innovative manufacturing companies automate their production floor in just a few days. Vention's online-first manufacturing automation platform (MAP) enables its clients to design, automate, order, and deploy manufacturing equipment directly from their web browser.

Vention is headquartered in Montreal, Canada, with offices in Berlin and Boston, and is used in over 3,000 factories on 5 continents. As one of Canada’s Most Admired Cultures and Great Place to Work, we are a performance driven culture that cares deeply about happiness. We like ambitious goals, facts & data, and constructive debates. But at the same time, we know that we can’t repeatedly push ourselves if we are not surrounded by an uplifting and caring work environment. Those two sides of our culture, feed each other and are safeguarded with the same level of attention. Our values & principles include: 

• We make our clients successful - we do what’s right for our customers, even when it makes our roles more challenging.
• We execute and deliver - we set ambitious goals for ourselves and are energized about meeting them.
• We debate, then commit - we challenge our own perspectives and ideas in pursuit of the best solutions.
• We innovate to inspire - we value innovation in products, user experiences, and business practices.
• We collaborate to achieve more - we work as one team to achieve more than we would on our own.
• We empower our people to reach their full potential - we hold ourselves to high standards but know when to celebrate progress & achievements

Do you enjoy working with field teams and customers, and can you see a long-term vision to help drive execution strategy to accelerate customer success? Do you have a record of accomplishments employing business and organizational skills, orchestrating across functions to deliver pragmatic and innovative solutions on time? Are you a growth minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you.

As the Director of the Customer Success department,, you will champion how customers realize value from Ventions products and services. The customer success function is focused on accelerating customer growth through a combination of product utilization and the expertise within the CS team. This team is made up of Automation Integration specialists, Customer Experience specialists, and MachineLogic Programming experts. Your ability to develop programs to have a strong and efficient voice of customer with the product functions at Vention and your domain expertise in industrial automation will help you influence the products Vention builds and set up Ventions’ users for success. Collaborating closely with the technical sales team, you and your team play a pivotal role in adoption of the technologies Vention provides by supporting pre-sales efforts as well as adopting a “no user left behind” strategy. 

More specifically, your role will include: 

• Lead, mentor, and manage a team of engineers and customer experience specialists
• Direct and implement after-sales support best practices to ensure timely resolutions of technical and logistical issues
• Direct and implement programs to monitor Vention’s global technologies performance to enhance  adoption and growth of Vention’s software offerings
• Lead escalation management for the team and be the path to challenging commercial, technical, and strategic situations
• Lead and drives a customer-centric/customer-obsessed culture within team and across org
• Direct and implement programs to maintain the technical knowledge base of the CS team at the required level to influence the product organization, resolve issues users may be experiencing, and provide assistance to the sales group, as well as customers, with expertise 
• Responsible for high end customer experience, measured in CSAT and NPS
• Direct, develop and maintain comprehensive feedback loops with the various Vention functions to ensure a strong voice of customer 
• Direct, develop and implement project management practices to ensure seamless execution of the programming and training services 
• Direct and develop the programs necessary to make Vention’s fulfillment partners and users successful 
• Direct and develop  the foundations for a Vention technical user community, such as owning the budding Forum platform and pursuing user engagement 

• Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background is a must have
• 8+ years experience in the automation or closely related field
• Broad and deep understanding of customers across industries and segments
• 3+ years experience in managing engineering teams, preferably in after sales functions
• Demonstrated ability to lead client discussions with a focus on technical solutions 
• Experience working in a startup or fast-paced environment, with the ability to adapt and build processes from the ground up
• Proven leadership skills, with experience building and managing teams
• Excellent communication and collaboration skills, with the ability to influence and drive change across all levels of the organization
• Strong knowledge ofin programming (Robots, Python, React, Javascript, etc)

‍How We Take Care of You

• Flexible paid time off and remote work policies
• Complimentary beverages and snacks so that you are fueled and ready for your day
• Global comprehensive health plans so you feel your best
• Career growth opportunities. Your future matters.
• Fun-filled social events curated based on diverse interests for our team to celebrate together. From sponsored sports teams to trivia nights
• Time off to volunteer and give back to your community.

What to Expect in Your Interview

• Initial Call
• Meet the Team
• Challenge
• Decision & Offer

Commitment to Equal Employment Opportunity

Our culture is an uplifting environment for high achievers. The fast-paced, high-performance environment will give you the opportunity to build products, processes and strategies that will have a lasting impact.

When you join Vention, you join a team of professionals with a diverse variety of experiences, backgrounds, and perspectives. Together, we strive to nurture a supportive and inclusive work environment for all. We push each other to achieve extraordinary results and forge long term relationships as a result of the intensity and passion. 

We’re passionate about helping you do your best work. Claim your seat and find out what you can do!

If you're unsure if your experience perfectly matches our job posting, we encourage you to apply anyway! We are happy to chat and get to know you better while you can understand the role as well