Director, Customer Success Engineering

Toronto
Customer – Customer Support
Full-time
Tulip is the first mobile platform built exclusively for store associates. Leading retailers like Saks Fifth Avenue, Coach, and Chanel believe in enabling the next generation of store associates with mobile technology using Tulip. We’re a team of experts who have worked with and for retailers over the past 20 years and are driven to build a company whose mission is to enable one of the world’s largest job markets. By placing Tulip-enabled iPads into the hands of associates, our goal is to provide them with instant and reliable access to product information, while also being able to transact, communicate, and collaborate in an omnichannel world.
 
Reporting to the EVP of Customer, the Director of Customer Success Engineering will oversee a team of Application Support Engineers, Technical Account Managers and Software Developers. This person will oversee all aspects of Tulip’s customer care initiatives and will develop service level standards focused on response times and issue resolution. This is a role which requires an organized individual, who is comfortable interfacing with customers, handling escalations, and working across internal teams.

We believe:
When you join Tulip, you’ll be part of a fast-growing group of people who come from different backgrounds, countries, and experience. We believe in investing in our people, building positive relationships with our customers, and treating our work like craft. We prioritize diversity, inclusion and building a community, and we stay humble and hungry.

What you'll do:

    • THIS ROLE COULD BE BASED EITHER OUT OF OUR TORONTO OR KITCHENER OFFICES

    • Customer Care:
    • Lead and coach a team of Application Support Engineers who are responsible for providing front line support to customers
    • Maintain and evolve processes related to delivering customer care with a strong emphasis on issue avoidance and timely issue resolution
    • Develop, analyze and deliver internal reports on customer health designed to help Tulip improve their service offering to its customers
    • Lead and participate in cross departmental initiatives focused on improving the capabilities of the customer care team in delivering a high quality level of support including production readiness, improved monitoring and knowledge management
    • Act as the primary escalation point for customers in the event of service impacting issues

    • Success Engineering
    • Lead and coach a team of developers focused on success engineering of in market customers
    • Manage customer upgrade pipeline
    • Maintain and evolve processes related to success engineering with an emphasis on efficiency improvements

What you have:

    • 5+ years experience leading a customer facing team
    • Experience implementing industry best practices like gitflow, code reviews and unit testing
    • Ability to strengthen Tulip's production deployment activities with a focus on transitioning to CI/CD
    • A team player who thrives in a dynamic work environment who can build trust and operate in a collaborative and transparent environment
    • Enthusiastic and creative leader with the ability to inspire others
    • Excellent communication, organizational and multitasking skills

We offer:

    • An environment passionate about growth and learning
    • Flexible hours for our early risers and night owls
    • Medical and Dental Insurance
    • Paid parental leave
    • Paid sick days
    • 15 days of paid vacation
    • Corporate gym rate
    • Weekly team lunches with halal and vegetarian options
    • Healthy (and less healthy) snacks and gourmet espresso
    • Breathtaking Toronto office on the waterfront and close to Union station
    • Creative community space in our Communitech home in Kitchener
What we do:
Tulip Retail is the first mobile platform built exclusively for store associates. Leading retailers like Saks Fifth Avenue, Coach, and Chanel believe in enabling the next generation of store associates with mobile technology using Tulip. We’re a team of experts who have worked with and for retailers over the past 20 years and are driven to build a company whose mission is to enable one of the world’s largest job markets. By placing Tulip-enabled iPads into the hands of associates, our goal is to provide them with instant and reliable access to product information, while also being able to transact, communicate, and collaborate in an omnichannel world.

We encourage applications from candidates of colour, women, queer candidates, candidates with family caregiving responsibilities, immigrant candidates, transgender candidates, and candidates with disabilities.

Feel like you can’t tick all the boxes above? If you have some of the skills and experience that we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply.