Technical Customer Success Director

FlowX is a leading provider of AI-powered application modernization solutions, dedicated to expediting the digital transformation journey for global financial institutions. Through its innovative solutions, clients realize swift ROI, substantial cost savings, and unlock new revenue opportunities. Recently, FlowX secured the largest Series A funding round for enterprise software over the past two years.

Mission

Flowx.ai is seeking a highly skilled and experienced Technical Customer Success Director to lead our customer success team. The ideal candidate will have a strong technical background, extensive project management experience, and a deep understanding of budgeting and revenue targets. 

The Technical Customer Success Director will be responsible for leading customer success teams and ensuring the proper implementations of our product. Also, the second most important responsibility is to create a structure inside the Customer Success teams and facilitate communication with other departments.

This is what you will be contributing to:

• Lead and manage FlowX.ai’s customer success team, providing mentorship, guidance, and support to drive customer satisfaction and retention.
• Utilize your technical background to understand complex product functionalities and provide guidance to customers on optimal usage.
• Act as a liaison between customers and the technical development team, conveying customer feedback and requirements for product improvement.
• Collaborate cross-functionally with sales, product, and technical teams to address customer needs and resolve technical issues promptly and to ensure alignment and coordination in delivering value to customers.
• Act as a strategic advisor to key clients, understanding their technical requirements and guiding them towards successful outcomes.
• Manage and oversee the implementation of customer projects, ensuring timelines, milestones, and deliverables are met on time and within budget.
• Oversee the successful onboarding of new clients, ensuring seamless integration and adoption of our technical solutions.
• Monitor and analyze key performance metrics, including NPS, customer satisfaction scores and revenue targets, and take proactive measures to address any issues or gaps.
• Stay abreast of industry trends, best practices, and emerging technologies in customer success and apply this knowledge to drive continuous improvement and innovation within the organization.

Experience & skill set you need to succeed:

• Minimum of 7 years experience in a client-facing role, preferably in technical customer success or account management roles, ideally servicing customers in the financial services industry. 
• Proven track record of managing high-value accounts and driving customer success metrics.
• Excellent negotiation, communication and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization, especially with senior-level stakeholders.
• Excellent technical understanding and ability to communicate complex technical concepts to non-technical stakeholders.
• Demonstrated ability to drive customer adoption and satisfaction, ensuring high levels of satisfaction and retention, resulting in upsells and renewals.
• Demonstrated project management experience, including managing complex, multi-stakeholder projects from initiation to completion.
• Strong leadership skills with the ability to inspire and motivate teams to achieve goals and objectives.
• Analytical mindset with the ability to use data and insights to drive decision-making and strategy.
• Experience working in a fast-paced, dynamic environment with the ability to adapt to changing priorities and business needs.
• Bachelor's degree in Computer Science, Engineering, Business Administration, or related field; Master's degree preferred.

What's in it for you:

• Joining a product company in such early stages means you are invited to leave a print on the evolution of both the business and the product.
• Involvement in international accounts throughout the expansion of the company.
• Direct involvement in further building the team & the culture.
• Early-stage equity and competitive benefits package.

Location: Bucharest