Director, Customer Delivery – Education

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Eve's response when customers face significant issues related to product, integration, delivery, or adoption.

• Develop and manage the customer escalation program.

• Personally oversee intricate recoveries and collaborate directly with customer executives, Customer Success, Support, Product, and Engineering teams.

• Establish and uphold a comprehensive overview of all flagged customer risks and escalations.

• Determine severity based on customer impact and urgency, designate accountable owners and next steps, and decide which cases necessitate direct leadership involvement.

• Guide complex recovery plans and executive discussions with customers.

• Agree on actions, owners, and timelines with delivery teams while keeping customers updated.

• Collaborate with Support, Product, and Engineering to comprehend failures, dependencies, and solutions, then convey findings in a clear manner to customers.

• Set deadlines for decision-making and escalate priority or resource conflicts to the VP of Customer Success and relevant functional leaders.

• Define exit criteria, validate recovery completion, and transition customers back to their regular account teams.

• Identify recurring causes of escalations and enhance the product, delivery process, and customer experience.

⛳️ Requirements

• Proven experience in personally managing complex enterprise software escalations, customer recovery, or technical account engagements.

• A hands-on technical background in areas such as support engineering, solutions engineering or architecture, technical account management, or implementation engineering.

• Proficiency in navigating complex issues with engineers, testing assumptions, and distinguishing symptoms from root causes.

• A track record of clear communication with customer executives during challenging situations, building trust through consistent follow-through.

• Experience in developing an escalation or customer risk program, including prioritization, accountable owners, and well-defined resolution criteria.

• Strong judgment under pressure and the ability to secure decisions across teams without direct management authority.

• Experience utilizing data, AI, or automation to identify emerging issues and enhance follow-through while ensuring the quality of underlying information.

• Nice to have: experience in legal technology, enterprise integrations, or complex software implementations.

• Nice to have: incident management experience, including leading responses to high-severity customer issues.

• Nice to have: experience in improving recurring product or delivery issues using insights from customer escalations.

🏝️ Benefits

• Competitive Salary & Equity

• 401(k) Program with Employer Matching

• Health, Dental, Vision and Life Insurance

• Short Term and Long Term Disability

• Commuter Benefits (for in-office employees only)

• Autonomous Work Environment

• Workplace Setup Reimbursement

• Telecomm Stipend

• Flexible Time Off (FTO) + Holidays

• Quarterly Team Gatherings

• In-office Perks (for in-office employees only)