The Role

As Acting Director of Customer Success (CS) your primary job is to coach and develop the team. This includes resource planning for project deliveries, recruitment, performance review, analysis of competence gaps, and other actions to create a high-performing team and maintain a healthy working condition. Part of this is also to set the objectives for the functional teams within the ownership areas and support the delivery against these objectives. Together with the team you will be the customer expert to ensure that we reach KPIs and drive customer-focused topics in the management team to pivot the organization to be more customer-centric.

You will form the service strategy with other service directors and VP of Professional Services (ProServ), as a part of the ProServ management team. The service organization delivers against the ProServ profitability targets and you as the acting Director of CS will be responsible for your team's part and contribution to the profitability targets. As an acting Director of CS, you oversee the department's resources, targets, operations, and outcomes. Specifically, you will together with the team ensure that Technical Support continues to be adopted among customers and ensure upsell capabilities among customers by collaboration with Sales. Part of this is to manage the growth strategy to ensure support based on customer requirements when we win new markets.

Our CS department consists of 3 functions: Solution Engineering, Education, and Technical Support and you will be very close to the team operation. It is designed to enable and improve our customer experience when using Kognic Software & Services. The entire team consists of 7 individuals and the team is on the growth path along our business expansion. As we are in the starting phase of deploying the Education function, it will require more focus from you to lead this function through iterations to ensure our customers grow with our products, services, and expertise.

We are looking for you!We value the right mindset and passion above all. To thrive in this role you possess exceptional communication skills and the ability to foster positive relations with internal stakeholders, industry, prospects, and customers. Your accountability and personal organization are essential. You have experience managing a diverse group, cultivating an open, supportive, and learning team culture, and guiding the direction. You also have experience analyzing and optimizing existing processes and creating new ones if needed.

We believe that you have most of these skills:

• Higher educational degree (B. Sc or M. Sc) within Business Administration, Accounting/Economy, Enterprise Resource Planning, Technology or equivalent

• At least 5+ years experience in Customer Service or Customer Success positions, and previous experience in project management are meritorious

• Solid understanding of SaaS-products and enterprise solution selling with large customer accounts

• Proven leadership qualities of maintaining a strong team with the ability to establish milestones and keep team members on task

• Experience working with brand image, and promoting value through customer experience

• Exceptional ability to communicate and foster positive business relationships

• Technical skills required, as they relate to the use of the product and service

• Experience in a leadership role & proven leadership qualities of maintaining a self-empowered team

Location?

The team is located in Gothenburg, where you as the Director should be able to be as often as needed.

Why Kognic?

We are in it to win, and have a lot of fun while doing it! To be part of Kognic is to be part of a purpose-driven company with strong values where we, together, create what Kognic will be tomorrow. Besides working with around 120 talented and humble people, from many different nationalities, in a fun and creative environment, we also have many other great benefits!

• Working in the exciting field of AI and playing an important part in the world’s next great technological leap

• A hybrid work model and an employer that prioritizes life-work balance

• Lots of team and office events, parental pay, salary exchange, great health benefits, order your own computer, place your own pension—to name a few

From our early days as a pure start-up to our current life as a scale-up, we work in a dynamic environment, which means that every day might be different from the next, but that is exactly how we want it. Kognicians all have a strong desire to explore uncharted territory and a willingness to continue learning.

Join us!

We recommend that you submit your application as soon as possible. We select and perform interviews continuously. You are more than welcome to have a look at our career website to read more about our recruiting process. If you have any questions regarding the position, please contact our Hiring Manager Polly Jing Li at [email protected].

About Kognic

Kognic was conceived in the curious minds of Daniel Langkilde and Oscar Petersson, two engineering students, who dared to dream big and help machines make sense of our messy, chaotic, and unstructured world. Kognic's pioneering dataset management solution helps companies accelerate the development of high-performing and trusted AI products, focusing on bringing the most advanced driver-assistance systems (ADAS) and autonomous driving (AD) to market.