Director, Professional Services & Customer Success

SparkCognition

Who are we and why this opportunity?

Avathon, Inc. delivers world-class AI solutions that allow a business to solve their most critical problems, empowering them to run a more sustainable, safer, and profitable business. Our award-winning AI solutions predict future outcomes, optimize processes, and prevent cyberattacks. We partner with the worlds industry leaders to analyze, optimize, and learn from data. We augment human intelligence, drive profitable growth, and achieve operational excellence.

Drive change and create a footprint. Learn more at: Avathon

Position Summary:

The Leader of Professional Services & Customer Success is responsible for overseeing all aspects of Avathons Customer implementation & Success and support teams. The role will require driving impactful outcomes through service delivery, prudent P&L management of customer accounts, contributing to clients' success and aligning operations with Avathons broader strategic objectives. This person will spearhead the development and implementation of customer facing solutions, devise best in class implementation strategies and proactively engage customers with ownership & insightful analytics to customers.

This role shall collaborate closely with cross-functional teams including product, management & engineering, design, production deployment. The contributions will be instrumental in maintaining and enhancing the overall quality and reliability of our system solution and software offerings.

Join us in:
Creating a strategic vision, mature and direct a talented PS & Customer teams with focus on customer centric culture through policies, programs, and initiativesService Delivery Management: Ensure successful project execution, meet client needs, and manage resource allocation across various projects.Client Relationship Management: Drive customer outcomes, product adoption, and customer experience by leveraging customer success best practices. Build and sustain strong client support team that builds customer relationships, address concerns promptly, and drive retention through exceptional service.Account Management: Identify growth opportunities, support sales strategies, and expand the scope of our service offerings.Team Leadership: Recruit, develop, and guide a high-performing team of professional services experts.Profitability: Monitor and enhance profitability across professional services, focusing on efficiency and effectiveness.Quality Assurance: Define and maintain quality standards that drive consistency in our service delivery.Process Improvement: Continuously refine processes to streamline operations and improve client outcomes.
You will:
Experience in software delivery, release management with an eye for optimizing performance as per service contracts.Experience and understanding of Industrial markets, particularly in manufacturing, Supply Chain, Aviation or Energy (Oil & Gas/ Renewables)Possess excellent leadership and communication skills, with the ability to effectively collaborate with cross-functional teams and drive alignment towards common goalsHave strong analytical and problem-solving abilities, with keen attention to detail and a drive for continuous improvementHave the attitude to work with urgency to ensure all teams have the information needed to keep the overall program on track
You'll Have:
Bachelors degree in computer science, engineering, or a related field with MBA from a reputed university preferred.15+ years in professional services and customer support, with demonstrated experience in serving enterprise clients in manufacturing, energy or aerospace industries.Strong understanding of SaaS pricing and sales models, service contract management, SLA tracking, escalation handling, hiring, and mentoring.Proven ability to perform at executive levels, delivering on key metrics and service objectives, collaborating cross-functional teams and a champion of consistency and task completionRobust analytical skills for evaluating both existing processes and identifying areas of opportunitySkilled communicator with excellent verbal and written communication, active listening, and interpersonal skillsStrong decision-making, problem-solving, team, and time management skillsAbility to effectively prioritize and execute tasks in a high-pressure environmentExperience working with Agile development methodologies
Avathon is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.

Avathon prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Avathon is committed to providing reasonable accommodations throughout the recruiting process. If you need a reasonable accommodation, please contact us to discuss how we can assist you.

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