Technical Customer Experience Lead

WHY WE’RE LOOKING FOR YOU

We’ve built a high-performing Technical Customer Experience organization- from Sales Engineering, Professional Services, Technical Account Management, and Support- and are looking for an experienced Regional Leader to lead this team through Retool’s next growth phase across EMEA. This new leader will augment our existing organization by challenging assumptions, mapping customer journey pathways, further developing the team, enhancing our methodology to include a balance of retention and expansion, and ensuring operational excellence to achieve measurable positive business outcomes for our customers and Retool.  This includes, but is not limited to, driving technical validation, onboarding, adoption, retention, expansion, and advocacy. The ideal candidate will have significant experience managing and maturing similar pre- and post-sales teams at high-growth SaaS companies, working across various customer types and industries.

WHAT YOU’LL DO

As the leader of the EMEA Technical Customer Experience team, and an integral part of the Technical Customer Experience leadership team, you will collaborate internally and externally to engage, measure, and guide customers to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers toward the adoption of Retool’s platform as the foundation of their networking and security infrastructure.

WHO YOU’LL WORK WITH

In this role, you’ll collaborate closely with our leadership team across Account Executives, Operations, and our global Technical Customer Experience team (Sales Engineering, Services, Support). You’ll also work cross-functionally with Recruiting, Engineering, Product, and Marketing. And, of course, you’ll be working with, and managing, the growing EMEA Technical Customer Experience team. 

We are a team that is passionate about serving our customers and loves collaborating with each other to build an organization and company from the ground up. To propel this company forward, we’re building a winning, fun, and high-ownership culture, and we’re looking for someone who shares that vision and can help drive that culture forward. 

IN THIS ROLE, YOU WILL:

• Lead the EMEA Technical Customer Experience organization, driving measurable positive business outcomes, customer satisfaction, and retention and expansion across our customer base.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to our customer journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success programs.
• Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence in providing service to our customers across the lifecycle.
• Manage, coach, and mentor a team of talented and ambitious professionals.
• Hire and nurture talent into our organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Product Management team to optimize the whole service experience.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the Retool executive team.
• Serve as part of EMEA Leadership team locally as well as with the Global Technical Customer Leadership Team

THE SKILLSET YOU’LL BRING:

• 7+ years progressive experience growing and scaling customer-facing teams in a fast paced technically focused environment. At least 3-4 years in a senior level leadership position.
• Experience overseeing organizations growing from $20M to more than $100M in ARR
• Experience working in a Technical capacity with large multinational companies and someone who can speak to transformational journeys with VP- and C-level executives.
• Proven leader and motivator with deep experience building and leading a growing technical pre- and post-sales customer-facing organization.
• Someone who has experience serving High-Cost, Low-Cost, and No-Cost customer segments simultaneously and has seen delivery and automation.
• Experience in organizations with a complex, strategic sale, where best practices and technology define a customer’s success.
• Experience managing NPS and Net Retention (NDR) in a high-growth environment.
• Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
• Excellent people management skills; high empathy and consideration for team morale and individual career progression.
• Passion for recruiting, building and scaling world-class teams
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations. 
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution
• Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front”
• Bachelor’s degree or equivalent required. Master’s degree or equivalent preferred.