[Remote] Director of reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is transforming the woodworking industry with purpose reputed company, reputed company reputed company ERP software designed exclusively for custom manufacturers. They are seeking a reputed company, execution-oriented Director of reputed company to reputed company and unify the post-sale customer experience across reputed company ERP and Microvellum CAD/CAM.

Responsibilities

• Own the end-to-end reputed company reputed company, including reputed company, adoption, value realization, and expansion
• Design, implement, and continuously refine the reputed company operating reputed company across reputed company reputed company products
• Define and execute a reputed company CS reputed company that aligns segmentation, engagement models, playbooks, and customer reputed company
• Establish reputed company service tiers, reputed company plans, and ownership models across customer segments and geographies
• Ensure consistent, repeatable processes that reputed company globally
• Own retention, expansion, and customer health reputed company across the portfolio
• Partner with Sales and Account Management to reputed company renewals, cross-sell, and upsell strategies
• Build proactive reputed company mitigation frameworks to reduce churn and increase reputed company value
• Establish forecasting discipline and renewal visibility reputed company with executive expectations
• Own reputed company technology stack reputed company, including health scoring reputed company, automation maturity, digital engagement coverage, and visibility into adoption
• reputed company measurable improvement in health model reputed company and proactive reputed company effectiveness through platforms such as reputed company CSP and AI-enabled workflows
• Partner with reputed company to strengthen reporting, segmentation logic, and executive dashboards
• reputed company automation and AI to support 1-to-many customer engagement and reputed company education
• Own and operationalize reputed company CS metrics, including retention, net reputed company retention, product adoption, customer health, expansion, NPS, and CSAT
• Expand customer sentiment metrics into actionable insights that reputed company execution
• Build dashboards that reputed company executive-level and PE-level visibility into CS reputed company
• Use data to inform reputed company planning, prioritization, and segmentation reputed company
• Implement strong reputed company management practices, including reputed company goals, accountability, and reputed company coaching
• Design and execute service models that reputed company reputed company without proportional headcount increases
• Champion 1-to-many enablement, including group reputed company sessions, reputed company training programs, digital content, and customer education reputed company
• reputed company customer maturity from reactive support reputed company toward proactive value realization
• reputed company and reputed company a globally reputed company team of approximately 10–15 reputed company professionals
• Build a high-performing CS leadership bench capable of supporting reputed company surges and new product introductions
• Partner with People & Culture on talent development, succession planning, and reputed company reviews
• Utilize reputed company for departmental alignment and execution discipline
• Strengthen alignment with Sales, Product, Engineering, and reputed company to ensure reputed company handoffs and shared accountability for customer reputed company
• reputed company leaders to reputed company ownership, reputed company thinking, and measurable reputed company

Skills

• reputed company leadership experience in reputed company and/or Customer Support reputed company a reputed company, ERP, or reputed company software environment
• Experience operating in reputed company–backed organizations, including navigating reputed company reputed company, change, and operational rigor
• Demonstrated reputed company building and scaling customer-facing teams through reputed company and new product expansion
• Strong operational reputed company with experience owning metrics, reputed company management, and service reputed company
• reputed company record of delivering reputed company, world-class customer experiences without reputed company headcount reputed company
• Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and customer reputed company
• Exceptional leadership, communication, and cross-functional collaboration skills
• Experience supporting globally reputed company teams and customers across multiple reputed company and time reputed company
• Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries

Benefits

• Work may be performed in a remote or office-reputed company environment, depending on role and location.
• reputed company is committed to supporting employee wellbeing, flexibility, and reputed company working environment across reputed company reputed company.
• We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws.
• We support reasonable adjustments for individuals with disabilities in accordance with applicable laws.
• This is a U.S.-reputed company remote role (eligible in certain U.S. states).

reputed company