Director, Customer Success

**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. You will have direct responsibility for all outbound services and post-sales, Experience making customers feel valued through quality service, and ongoing customer development. Reporting to the VP of Operations, you ensure parity between the commercial and technical aspects of customer projects.

**About the Team**:
The Head of Customer Success 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 behaviours 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.

**You Will**:
+ Managing all customer-facing project deliveries (already from a pre-sales stage) and technical resources in bottleneck situations to ensure technically sound, on-time delivery of proof of concepts, customer onboarding/rollouts

+ Prioritise and coordinate the work of the service delivery staff under the defined service delivery framework and utilising 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

+ Secure focus on building and improving process efficiency and setting up procedures for customer projects, project definition, technical implementation

+ Collecting product feedback and customer wish lists and participating in product roadmap meetings to inject prioritised customer requirements.

+ Organise responses to and managing tenders/RFXs and gathering technical and commercial information from relevant parties to support the Sales Director

**You Have**:
+ A master’s degree, most preferably in Computer Science or a similar IT-related field

+ Experience building, leading, and participating in a fast-paced services team delivering complex technical situations 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

+ Skills in leadership related to sales, product management, engineering, and technical support and ability to balance customer needs with deliveries

+ Experience communicating the value of the product and its features to customers that enables you to deliver presentations and facilitate tasks and information in fluent English. Additional proficiency in European languages

+ Be available for travel within Europe, 1-2 times per month at 1-2 nights each time

**Our Benefits**

+ 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

Business Area: Dow Jones - OPIS

Job Category: Sales

Union Status:
Non-Union role

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