Job description

Waylay provides enterprise IT-OT digital unification software delivering low-code-based orchestration, automation, and analytics IoT software solutions. We have a passion for supporting enterprises and allowing new ways to put their valuable IoT data to work. We put the citizen developers in the driver’s seat and enable data scientists and domain experts to experiment with new business flows, avoiding long software development cycles. The Waylay platform guarantees our customers a significant reduction in cost and time to market for new digital transformation projects to eventually make enterprises become one. We offer an intelligent data processing platform with exceptional automation and analytics capabilities. In short, we connect IoT solutions to IT systems, empowering customers to build new applications faster and better than ever before. Waylay builds the tools to truly succeed with IoT asset data.

To accelerate our growth and streamline our customers’ successes, we are looking for a hands-on enthusiast to join our team. Backed by a strong R&D team and product organization, the Director Customer Success will build and lead a team of Solution Developers and Service Engineers. 

You are willing to engage in the long term and be part of the growth of Waylay.

Responsibilities

  • You are responsible for the Waylay Services and Support team and work cross-functional with the Sales and R&D teams.
  • You lead Customer support, as well as customer project implementations.
  • You lead the existing services team and grow the team over time. You define vital skills, training, and development paths for team members.
  • You make services budget estimates for inclusion in customer proposals, and you follow-up on project costs versus budget and make sure that services and projects are adequately invoiced.
  • You build a long-term trust relationship with customers, and you are the first point of escalation for customers. Customers can rely on your professionalism, transparency, and to-the-point communication.
  • You are hands-on and able to understand customer problems and how Waylay’s technology can resolve these.
  • You lead the team to work through challenges productively. One of these challenges is building a global team that provides 24×7 support and delivers the service with local and nearshore people.
  • You define vital skills, training, and development paths for team members.
  • When the world goes back to a pre-corona working environment, and WFH is no longer the general guideline, this role requires coworking with the team in Gent, Belgium.
  • Ability and willingness to occasionally travel required
  • You report to the President Enterprise Platform.

Skills & experiences

  • Bachelor’s or master’s degree in business and/or technology, or an equivalent combination of education and experience.
  • You have five years of relevant industry experience in a combination of product engineering, cloud services, and field services. Prior experience in an international scale-up is a must.
  • The ability to individually coach, mentor, and develop services team members to enhance their performance.
  • Well organized, able to multitask, own and manage multiple deadlines to successful completion. Ability to synthesize information from various sources into a coherent plan. You have time management and planning skills.
  • You radiate drive and energy and can move a team forward both in good and in challenging times. 
  • You display a passion for what you do, a drive to improve, and a relentless commitment to win.
  • Since customer-facing activities are essential, you have strong communication and interpersonal skills.
  • You value teamwork and accountability.

Benefits

Rewarding work

Work on products & solutions with great impact on companies and people.

Competitive remuneration

The best tools to support you and a competitive remuneration package.

Zero bureaucracy

Get it done without any office red tape. Make a direct impact.

Passionate team

Work together with passionate people who put team before ego.
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