Director of Customer Engagement

Be there to help our customers when they need it.

Department: Support & Services | Teamwork.com HQ, Cork, Ireland

About Us

At Teamwork, we pride ourselves on creating the best software, working with outstanding people, and going above and beyond for our customers. That excellence has been rewarded with hundreds of thousands of amazing customers across the globe and millions of users who sign in every day to trust us with getting their businesses organized and running productively. We’re a profitable, entirely self-funded business with no investors or outside influences beyond one: our customers and what's best for them. It’s a responsibility that we take very seriously. We’re a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

Growing this team from Cork with an extremely talented group of people is an amazing journey to be a part of. We’re a place to work unlike any other, with a unique, creative way of doing things: see for yourself.

We are now hiring a Director of Customer Engagement to lead the Success, Support and Professional Services departments which sit within the Customer Engagement Group. The primary goal of this team is to ensure our customers derive maximum value, support and utilization from our products such that they renew, expand and become advocates for us in the market.  

This role will champion all aspects of our customer experience ensuring we deliver outstanding products, training and customer support to enable our customers achieve their goals. 

About the Job

Develop a total customer engagement, retention and development strategy capable of delivering on our sales growth and revenue targets

Provide strategic direction on all customer related activities ensuring that value and retention are delivered across all our engagement channels

Specific leadership for the core functions of Customer Engagement; Customer Support, Customer Success and Professional Services

Ensures that the customer experience is epic in every aspect of their contact with Teamwork.

Responsible for ensuring our customers are fully informed about roadmaps, developments, new features and that their feedback is valued and actioned

Ensuring that we have customer and market data to enable improved decision making on product & market tactical plans

Ensuring we have a world class customer journey including engagement, onboarding, value creation and account management. 

Develop a Customer Community through effective engagement channels including customer meet-ups, company roadshows, demos, videos, blogs Etc. 

Design a clear renewals strategy with clear tactical plans to achieve the levels of retention and expansion in line with our overall revenue targets.

Actively seeks to develop new customer opportunities, advance existing opportunities or assist the Sales team in closing active opportunities by demonstrating industry expertise to gain the prospective customer’s confidence as a trusted partner and adviser.

Employ and evolve best practice methods for delivery of services based on current market needs, market trends and efficiency of service delivery to maximize profitability.

Provide voice of the customer input into product enhancements based on identified and anticipated customer needs.

Support sales efforts in maintaining and advancing existing customer relationships and developing new ones.

About You

Ideally, you will have: 

10+ years’ experience in a relevant industry sector preferable (Software/SaaS Essential)

3+ years’ experience of operating in a leadership role

Strong analytical skills, aptitude for metrics and strong data centered decision making skills.

Exceptional leadership and verbal/written communication skills.

Demonstrable record of achievement of results

Strong coaching and mentoring skills

Highly organised, accountable and results-oriented with great attention to detail.

A passion for enhancing the customer experience

A high level of commitment to superior customer satisfaction. 

Education to degree level in a relevant discipline

A postgraduate qualification in a relevant discipline desirable

What You Can Expect

Working at Teamwork isn't like a normal job. We believe in hiring only the best and then looking after them like they deserve. On top of a great financial package, we do everything possible to make Teamwork a great place to work.

We believe in paying a competitive salary: earn what you're worth, with regular reviews. We’re committed to your long-term future at the company, and we’re passionate about helping you to improve and enhance your skills. You have unparalleled freedom in how you do your job. Spot something that needs improving? Off you go, make it happen.

You’ll be given only the very best equipment so that, whatever your role, you'll have the very best kit to help you do your best work. We're invested in your health and happiness. We offer full health insurance and income protection to all our employees, so you can rest assured that you and your loved ones will be taken care of, no matter what happens.

We offer an unmatched work environment, that’s built to make life easy and is constantly improved. We also have an incredible campus unlike anything you’ve seen before (unless you’ve already checked out our YouTube channel). Discounted travel schemes and a Bike to Work scheme make it even easier to get to us, and catered lunches and plenty of in-house snacks and refreshments mean that you’ll always stay refreshed and refuelled.

We take work-life balance very seriously: we’ll set you up with a subsidized gym membership at the gym of your choice, as well as weekly gym classes at the gym downstairs. We also have an in-house games room, for when you want to take a quick break or challenge a co-worker, and regular company-sponsored lunches, movie nights, and nights out.Sounds epic? Join the journey at Teamwork

Sounds epic? Join the journey at Teamwork.

Teamwork is an equal opportunities employer.

Submit your application

We would be delighted to hear from you!