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Eve

Director, Customer Delivery – Education

Eve

. Lead Eve's response when a customer encounters a serious product, integration, delivery or adoption problem.

Posted 11/3/2026full-timeRemote • United StatesLead💰 $180,000 - $215,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading complex enterprise software escalations and customer recovery efforts, with a strong technical background in support engineering or technical account management. Proven ability to communicate effectively with customer executives and drive improvements in product and delivery processes based on customer feedback.

Highest-signal resume keywords
Complex Enterprise Software EscalationsCustomer Recovery LeadershipTechnical Account ManagementData-Driven Problem IdentificationEscalation Program Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Support EngineeringSolutions EngineeringTechnical Account ManagementImplementation EngineeringIncident ManagementEnterprise IntegrationsComplex Software ImplementationsCustomer Risk Program DevelopmentData AnalysisAutomation
Soft Skills
Clear CommunicationTrust BuildingSound Judgment Under PressureCollaboration Across TeamsFollow-Through
Industry Keywords
Customer SuccessProduct DeliveryCustomer ExperienceEscalation ManagementHigh-Severity Issues

About the role

Key responsibilities & impact
  • Lead Eve's response when a customer encounters a serious product, integration, delivery or adoption problem.
  • Build and run the customer escalation program.
  • Personally lead complex recoveries and work directly with customer executives, Customer Success, Support, Product and Engineering.
  • Build and maintain one view of every flagged customer risk and escalation.
  • Set severity based on customer impact and urgency, assign accountable owners and next steps, and decide which cases require direct leadership.
  • Lead complex recovery plans and executive customer conversations.
  • Agree actions, owners and dates with delivery teams and keep customers informed.
  • Work with Support, Product and Engineering to understand failures, dependencies and remedies, then translate findings into clear customer communication.
  • Set decision deadlines and escalate priority or resource conflicts to the VP of Customer Success and relevant functional leaders.
  • Define exit criteria, confirm recovery completion and return customers to their usual account team.
  • Identify recurring escalation causes and improve the product, delivery process and customer experience.

Requirements

What you’ll need
  • Experience personally leading complex enterprise software escalations, customer recovery or technical account engagements.
  • A hands-on technical background, such as support engineering, solutions engineering or architecture, technical account management or implementation engineering.
  • Ability to work through complex issues with engineers, test assumptions and separate symptoms from underlying causes.
  • A record of communicating clearly with customer executives during difficult situations and earning trust through follow-through.
  • Experience building an escalation or customer risk program, including prioritization, accountable owners and clear criteria for resolution.
  • Sound judgment under pressure and ability to secure decisions across teams without direct management authority.
  • Experience using data, AI or automation to identify emerging problems and improve follow-through, while checking the quality of the underlying information.
  • Nice to have: experience with legal technology, enterprise integrations or complex software implementations.
  • Nice to have: incident management experience, including leading the response to high-severity customer issues.
  • Nice to have: experience improving a recurring product or delivery problem using evidence from customer escalations.

Benefits

Comp & perks
  • Competitive Salary & Equity
  • 401(k) Program with Employer Matching
  • Health, Dental, Vision and Life Insurance
  • Short Term and Long Term Disability
  • Commuter Benefits (in office employees only)
  • Autonomous Work Environment
  • Workplace Setup Reimbursement
  • Telecomm Stipend
  • Flexible Time Off (FTO) + Holidays
  • Quarterly Team Gatherings
  • In office Perks (in office employees only)