Customer Success Director

3 settimane fa

Roma, Lazio, Italia Dow Jones A tempo pieno

About the Role:

You will lead our service delivery for the A2i products and ensure professional execution and successful customer relationships, both on the technical and business sides.

As the Head of Customer Success, you will have direct responsibility for all outbound services and post-sales, ensuring customers feel valued through quality service and ongoing customer development.

Reporting to the VP of Operations, you will ensure parity between the commercial and technical aspects of customer projects.

About the Team:

You will be part of A2i Systems, a world leader in AI-powered fuel and EV pricing solutions.

A2i Systems applies its best-in-class artificial intelligence engine to forecast consumer buying behaviors in dynamic market conditions.

It is a subsidiary of OPIS within Dow Jones's energy business and is headquartered in Denmark.

OPIS provides price transparency across the global fuel supply chain, including the Spot, Wholesale Rack, and Retail markets.

Your Responsibilities:

  • Manage all customer-facing project deliveries (from the pre-sales stage) and technical resources in bottleneck situations to ensure technically sound, on-time delivery of proof of concepts, customer onboarding, and rollouts.
  • Prioritize and coordinate the work of the service delivery staff under the defined service delivery framework and utilize technical resources from the development team to deliver on requirements.
  • Work with the Head of Engineering to ensure that customer requirements are understood and will be delivered according to the agreed time plans.
  • Focus on building and improving process efficiency and setting up procedures for customer projects, project definition, and technical implementation.
  • Collect product feedback and customer wish lists and participate in product roadmap meetings to inject prioritized customer requirements.
  • Organize responses to and manage tenders/RFXs and gather technical and commercial information from relevant parties to support the Sales Director.

Your Qualifications:

  • A master's degree, preferably in Computer Science or a similar IT-related field.
  • Experience building, leading, and participating in a fast-paced services team delivering complex technical solutions in successful projects within the enterprise software business/SaaS.
  • 12+ years of experience with project management/consultancy that has given you excellent skills in project and time management.
  • Leadership skills related to sales, product management, engineering, and technical support, with an ability to balance customer needs with deliveries.
  • Experience communicating the value of the product and its features to customers, enabling you to deliver presentations and facilitate tasks and information in fluent English.
  • Additional proficiency in European languages is a plus.
  • Availability for travel within Europe, 1-2 times per month for 1-2 nights each time.

Our Benefits:

We offer a comprehensive benefits package, including comprehensive healthcare plans, paid time off, retirement plans, comprehensive insurance plans, lifestyle programs, wellness resources, education benefits, family care benefits, caregiving support, commuter transit program, subscription discounts, employee referral program, and reasonable accommodation.

Dow Jones is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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