Technical Implementation - Customer Success Director USA

📋 Description

• • Own the entire customer journey from signature to renewal as the first and primary point of contact for Neuron7’s global enterprise accounts, ensuring every deployment of our AI-powered Resolution Intelligence platform becomes a reference-able success story.
• • Architect and lead the technical onboarding process: map customer service workflows, design optimal data ingestion pipelines, and configure Neuron7’s NLP models to deliver measurable ROI within the first 90 days.
• • Drive deep integrations with CRM ecosystems such as Salesforce Service Cloud, ServiceNow, Microsoft Dynamics, and Oracle CX—translating complex data schemas into clean, normalized inputs that power our AI diagnostics.
• • Partner with customer PMs and change-management teams to craft adoption playbooks, role-based training curricula, and executive dashboards that turn frontline agents into power users and service leaders into champions.
• • Define, track, and socialize KPIs—first-call-resolution lift, mean-time-to-repair reduction, cost-per-contact savings, model accuracy, and user adoption—using data storytelling to secure expansion budgets and renewals.
• • Serve as a bilingual translator between business stakeholders and Neuron7 engineering: convert nuanced service pain points into crisp product requirements, and explain new AI capabilities in language executives and agents both understand.
• • Quarterback cross-functional squads across time zones—engineering, infrastructure, sales, and support—to hit aggressive go-live dates without compromising quality or security standards.
• • Identify upsell and cross-sell opportunities during quarterly business reviews, leveraging usage analytics and customer maturity models to propose additional modules, data sources, or premium support tiers.
• • Maintain a living library of implementation templates, integration scripts, and best-practice blueprints that accelerate future deployments and enable rapid onboarding of new Customer Success Managers.
• • Stay ahead of the AI curve: beta-test every new Neuron7 release, craft compelling demo narratives, and evangelize breakthrough features that keep customers on the cutting edge of service automation.
• • Champion diversity, equity, and inclusion inside customer environments and within Neuron7, ensuring every workshop, roadmap session, and success plan reflects a broad spectrum of user needs and perspectives.
• • Travel up to 25 % (post-pandemic) for onsite discovery workshops, executive briefings, and user conferences, turning face-to-face moments into enduring strategic partnerships.