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Director of Customer Success at Nyriad (Cambridge, New Zealand)

The Nyriad Customer Success team engages our corporate customers to drive Nyriad Platform adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executive teams in the launch and aligning resources to ensure successful deployments.

The Director of Customer Success will work with the rest of the Nyriad organisation to uncover new ways to make the Nyriad Platform a part of everyday life and to improve our products. This lead role will be foundational in building and defining Nyriad’s Customer Success organisation as it relates to management of partner deployments, customer support, and customer expansion.

What You’ll Do

  • Create and maintain best practices for Customer Success and Customer Service at Nyriad

  • Hire, train and mentor an outstanding team of customer support staff and customer advocates at Nyriad

  • Support visibility to stakeholders and partners with appropriate tools and processes  

  • Drive retention and growth with customers by understanding their business needs and helping them succeed

  • Enable successful roll-out of Nyriad products and platform, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person

  • Identify opportunities for customers to act as Nyriad advocates (e.g. testimonials, case studies)

  • Collaborate closely with Business Development/Sales and Account Management to support pilot customers, renewals, and expansion opportunities

  • Marshall resources across the Nyriad org as needed to support customers needs and deployments

  • Represent the voice of the customer to inform our sales process and product roadmap

What We’re Looking For

  • 8+ years in a Customer Success, Relationship Management, Account Management, Customer Support leadership or similar role

  • Experience working with large enterprise customers

  • Exceptional communication skills, highly organised, collaborative and detail oriented

  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals

  • Empathetic, positive attitude with a desire to help our customers reach their goals


  • Results-driven mentality, with a bias for speed and action

  • Strong analytical skills, with the ability to translate data into insights.

  • Experience with customer support tools, knowledge bases, defect tracking systems.

  • Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

Nice to Have

  • Technical Support Experience

  • Project Management Experience

  • Business/Enterprise Consulting Experience

  • Experience with Jira

  • Experience coding in Python or other scripting languages

  • Experience in enterprise storage  

If all the above sounds like an opportunity you'd be interested in please apply through our careers website with a resume and cover letter.
by via developer jobs - Stack Overflow

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