As a Director of Customer Success at Vention…
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 (IS), Customer Experience specialists (CES), Customer success managers (CSM) and MachineLogic Programming experts (MLX). Your ability to develop programs to have a strong and efficient voice of customers 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.
What You'll Do
- 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
What You Bring to the Table
We’re looking for skills, intellect, and experiences that will help you succeed in this role but we also know that various profiles (not only the one described below) could be successful. If you’re excited about what you read and think you’d be a great fit, we encourage you to apply, even if you don’t meet every single qualification.
You’ll bring:
- Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background mandatory
- 8+ years experience in the automation or closely related field working directly wit customers and partners
- Broad and deep understanding of customers across industries and segments and geographies
- 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 and 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 of programming (Robots, Python, React, Javascript, etc)
What We Offer
- Career pathing: Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program
- Professional development: Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedback
- Gender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women’s Employee Resource Group offering networking, mentorship, and quarterly learning sessions.
- Hybrid work: Enjoy flexibility with our hybrid model, allowing you to work from home on select days.
- Community engagement: Two paid volunteering days per year to give back to causes you care about.
- Central location: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants.
- Team events: All year round employee events including annual kick-off, employee summit, quarterly happy hours, and department events.
- Comprehensive benefits: A complete group benefits plan for you and your family that start day one.
What to Expect in Your Interview
- Initial Call
- Meet the Team
- Case or take-home interview
- Decision & Offer
We’re committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know, we’ll ensure you have what you need to succeed.
Professional Growth & Development
Vention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevate high-performing individuals who deeply understand the inner workings of Vention. This program encompasses:
- In-house coaching program with former industry executives working with small cohort of emerging leaders
- Quarterly management training on topics ranging from “Giving & Receiving Feedback, to Building high-performing teams, to "Developing your own Leadership model”
- Quarterly World-Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business
- Dedicated professional development channels sponsored by the Executive team to foster continuous professional learning
- Book allocation program to further your knowledge in your domain of expertise or any business leadership topics
Diversity, Inclusion & Belonging at Vention
When you join Vention, you join a team of professionals with diverse experiences, backgrounds, and perspectives. Together, we’re building a workplace where everyone belongs, feels valued, and can achieve extraordinary results.
We celebrate differences in ideas, in experiences, and in people. Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive.
Vention’s culture
Vention is an uplifting environment for high achievers. Thinking that Vention’s culture would keep you energized? See our full culture guide here.
