Director of Technical Support and Customer Success

About Gravitate: 

Gravitate is an AI-driven software company that services the refined fuels industry. We provide software solutions for refiners, wholesalers, fuel retailers and transportation companies. Gravitate’s newest and most exciting solution is an integrated supply optimization and dispatch platform for fuel retailers and carriers. The demand for this software is significant, and we are looking for a driven, hungry and talented professional to join our team. 

Tell me about my job.

As the Director of Technical Support and Customer Success, you will own the client relationship post go-live, ensuring world-class customer service. This role is responsible for driving customer satisfaction, retention, and expansion while working closely with cross-functional teams to deliver a seamless client experience. You should have a strong technical background, experience working with complex software, and a track record of success in high-growth and/or scaling environments. You will be a valuable member of our leadership team, managing a team of Support Analysts to ensure overall customer success.

Job Responsibilities:

• Ability to create and implement strategies, processes, and initiatives to drive customer success and support performance. Proven ability to build strong relationships with internal teams and customers, driving retention and loyalty.
• Drive initiatives to increase upsell and renewal rates through data-driven insights and strategic initiatives.
• Skilled at working with relational databases (we use MongoDB and SQL). Experience performing tasks such as data retrieval, manipulation, and querying.
• Experience working with and improving support ticketing systems and tools and processes
• Communication as a core strength, with proven ability to build strong trust with customers to resolve any escalated or sensitive issues.
• Data-driven mindset with experience tracking and improving key performance indicators (KPIs) related to customer success. 
• Evaluate support processes to improve efficiency and service quality.
• Keep up with industry trends and best practices in customer success and support.

The Non-Negotiables:

• 8+ years of proven experience in customer success, technical support, or a similar leadership role within a SaaS or similar complex software environment.
• A bachelor's degree in Engineering or similar field
• Extensive experience in customer support, customer success, or account management roles, with leadership experience.
• Experience within or exposure to the Energy or Fuel industries and related software products is preferred 
• Agile product management certifications or experience working within an Agile team
• Experience leading and managing a support team
• Ability to travel as needed (approximately 2-3 days per month)

About the Gravitate team:

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that people are people first, and titles second. 

Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 500 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers -  we (really) want to hear from you.