Offer summary

Qualifications:

Strong background in leading Customer Support and Implementation teams within SaaS/technology organizations., Excellent interpersonal and communication skills., Experience in a fast-paced, scale-up environment., Passion for scaling and growing customer support teams..

Key responsibilities:

Own and maintain Department metric tracking and reporting for the Customer Support and Implementation team.

Oversee and mentor a team of Customer Success Managers, Customer Support Managers, and Customer Implementation Managers.

Take a hands-on approach with customer training, ongoing support, and troubleshooting.

Drive customer engagement to ensure successful renewals and expansion opportunities.

Job description

TRAILD: Who are we?

TRAILD is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable.

Just as your bank provides always on risk protection for your credit card, TRAILD provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes.

Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients make their AP process more streamlined, automated and secure.

We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security.

Hear how TRAILD customers speak about us here.

The Role: Want to be a part of our exciting growth journey?

We are seeking an experienced Director of Customer Support and Implementation to join our talented and dynamic team. As our company continues to expand into international markets, we need someone with a genuine passion for scaling and growing a Customer Support and Implementation Team.

The ideal candidate will have a strong background in leading and scaling Customer Support and Implementation teams within SaaS/technology organizations, excellent interpersonal and communication skills, and prior experience in a fast-paced, scale-up environment.

Key Responsibilities

Own and maintain the Department metric tracking, (such as onboarded ARR, ticket resolution rates and onboarding rates) and reporting cadences for the Customer Support and Implementation team, including defining future KPIs as the business evolves.

Oversee a team of Customer Success Managers, Customer Support Managers and Customer Implementation Managers, providing mentorship, setting performance goals, and supporting their professional growth.

Take a hands-on approach with customer training and implementations, ongoing support and troubleshooting, especially with priority customers.
Inspire, coach and mentor our Customer Success team in EMEA to drive adoption, business outcomes, and long-term value for their customers
Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities

Required profile