Director, Customer Solutions Engineering

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

📋 Description

• Oversee multiple Customer Solutions Engineering teams while managing the delivery of customer service outcomes.

• Direct Professional Services initiatives to ensure projects are completed punctually, within budget, and to a high standard of quality.

• Distribute resources efficiently among the teams under management.

• Assemble and lead teams to achieve customer outcomes, ensuring quality control throughout all engagements.

• Promote ongoing skill development, adaptability, and flexibility within the team.

• Take primary responsibility for a specific CSE discipline: Solutioning, Project Delivery, Engineering, or Operations.

• Guarantee the effective delivery of service-driven solutions to clients.

• Comprehend customer expectations, desired results, operational and business priorities.

• Enhance the scoping and execution of implementations to boost customer outcomes and profitability.

• Inspire, mentor, and guide a geographically diverse team.

• Develop, monitor, and refine CSE methodologies, programs, and strategies for effective, repeatable, and scalable practices.

• Ensure that team capabilities and methodologies create outstanding customer training experiences.

• Promote global knowledge sharing, resource allocation, and standardization.

• Supervise customer engagements, equip teams to resolve issues, and initiate escalations when necessary.

• Provide metrics for success and foster continuous improvement.

• Support the professional and technical development of team members.

• Collaborate with Business Units to address customer issues and product enhancement needs.

⛳️ Requirements

• 10+ years of experience in client satisfaction/customer success within a software services delivery organization.

• 8+ years of experience managing teams in services pre-sales, project management, or software engineering.

• Expertise in process development and management with a proven track record in organizational restructuring utilizing industry best practices.

• Proficient in leading a team of customer-facing consultants and engineers.

• Exceptional communication skills, both internally and externally, suitable for a senior, customer-facing role.

• Experience in leading onboarding and professional services functions.

• Familiarity with global teams, clients, and deployments.

• An inclusive leadership style that seeks and values input while maintaining decisiveness.

• Capability to thrive in a high-volume, fast-paced, and challenging environment.

• Experience with Mainframe or IBMi business application solutions is advantageous but not mandatory.

• Knowledge of various technologies relevant to business applications is a plus but not essential.

• Ability to adapt to changes, manage competing priorities, and navigate frequent changes, delays, or unexpected events.

• Competence in prioritizing and planning work activities, using time efficiently, and developing realistic action plans.

🏝️ Benefits

• Commitment to being an equal opportunity employer.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Background and reference checks as part of the hiring process.

• Access to AI-powered tools and technologies that enhance efficiency, decision-making, and overall impact.

• An inclusive workplace environment that emphasizes diversity, inclusion, and equity.