Director, Professional Services & Customer Success

Position Summary:

The Leader of Professional Services & Customer Success is responsible for overseeing all aspects of Avathon s Customer implementation & Success and support teams. The role will require driving impactful outcomes through service delivery, prudent P&L management of customer accounts, contributing to clients success and aligning operations with Avathon s broader strategic objectives. This person will spearhead the development and implementation of customer facing solutions, devise best in class implementation strategies and proactively engage customers with ownership & insightful analytics to customers.

This role shall collaborate closely with cross-functional teams including product, management & engineering, design, production deployment. The contributions will be instrumental in maintaining and enhancing the overall quality and reliability of our system solution and software offerings.

Join us in:

• Creating a strategic vision, mature and direct a talented PS & Customer teams with focus on customer centric culture through policies, programs, and initiatives
• Service Delivery Management: Ensure successful project execution, meet client needs, and manage resource allocation across various projects.

• Client Relationship Management: Drive customer outcomes, product adoption, and customer experience by leveraging customer success best practices. Build and sustain strong client support team that builds customer relationships, address concerns promptly, and drive retention through exceptional service.

• Account Management: Identify growth opportunities, support sales strategies, and expand the scope of our service offerings.
• Team Leadership: Recruit, develop, and guide a high-performing team of professional services experts.
• Profitability: Monitor and enhance profitability across professional services, focusing on efficiency and effectiveness.
• Quality Assurance: Define and maintain quality standards that drive consistency in our service delivery.
• Process Improvement: Continuously refine processes to streamline operations and improve client outcomes.

You will:

• Experience in software delivery, release management with an eye for optimizing performance as per service contracts.
• Experience and understanding of Industrial markets, particularly in manufacturing, Supply Chain, Aviation or Energy (Oil & Gas/ Renewables)
• Possess excellent leadership and communication skills, with the ability to effectively collaborate with cross-functional teams and drive alignment towards common goals
• Have strong analytical and problem-solving abilities, with keen attention to detail and a drive for continuous improvement
• Have the attitude to work with urgency to ensure all teams have the information needed to keep the overall program on track

Youll Have:

• Bachelor s degree in computer science, engineering, or a related field with MBA from a reputed university preferred.
• 15+ years in professional services and customer support, with demonstrated experience in serving enterprise clients in manufacturing, energy or aerospace industries.
• Strong understanding of SaaS pricing and sales models, service contract management, SLA tracking, escalation handling, hiring, and mentoring.
• Proven ability to perform at executive levels, delivering on key metrics and service objectives, collaborating cross-functional teams and a champion of consistency and task completion
• Robust analytical skills for evaluating both existing processes and identifying areas of opportunity
• Skilled communicator with excellent verbal and written communication, active listening, and interpersonal skills
• Strong decision-making, problem-solving, team, and time management skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working with Agile development methodologies