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Customer Technology Director
SiteMinder. Lead the strategy, governance and evolution of SiteMinder’s customer technology ecosystem .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer technology strategy and governance, with a strong focus on AI integration, customer success, and operational excellence. Proven ability to manage cross-functional teams and drive adoption through effective training and support.
Highest-signal resume keywords
Customer Technology StrategyAI Integration and AutomationSenior Leadership ExperienceStakeholder EngagementBusiness Analysis and Change Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support PlatformsOnboarding WorkflowsCRM SystemsCase ManagementWorkflow AutomationAnalytics ToolsAI-Enabled CapabilitiesTechnical DeliveryProcess DesignRisk Management
Soft Skills
Executive CommunicationInfluence and NegotiationStrategic ThinkingDelivery LeadershipTeam Leadership
Industry Keywords
Customer Success OperationsB2B SaaS EnvironmentCustomer LifecycleGovernanceVendor Management
About the role
Key responsibilities & impact- Lead the strategy, governance and evolution of SiteMinder’s customer technology ecosystem
- Enable customer journeys from implementation and onboarding through adoption, support, success management, renewal and expansion
- Create the Customer Technology strategy and AI roadmap across support, onboarding, customer success, CRM, customer communications, workflow automation, integrations and customer intelligence
- Identify, assess and prioritise AI and automation use cases with customer and operations teams
- Translate customer and operational priorities into business cases, requirements, delivery plans and success measures
- Act as the senior technology partner to Customer Support, Onboarding and Customer Success
- Lead the evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities such as agent assistance
- Govern AI use in line with SiteMinder's AI policy and AI Register
- Define testing for AI capabilities before and after release for quality, safety, reliability and customer impact
- Lead initiatives from discovery through build, UAT, go-live and hypercare
- Manage vendors, implementation partners, budgets and licensing
- Coordinate with GTM Technology, Product, Engineering, Security, Data and Finance
- Drive adoption through training, rollout planning and post-launch support
- Build and lead a high-performing team spanning strategy, business analysis, delivery, engineering, platform administration, quality and enablement
Requirements
What you’ll need- Vast experience across customer technology, customer operations, service technology, customer success operations, business systems or a related field
- Extensive experience in senior leadership
- Track record of shaping and delivering technology strategy in a high-growth, enterprise or B2B SaaS environment
- Strong hands-on experience across customer support, onboarding and customer success platforms, operating models, governance, integrations and technical delivery
- Deep understanding of the customer lifecycle and the needs of Support, Onboarding and Customer Success teams
- Experience with CRM, case management, customer success, knowledge, communications, workflow automation, analytics and AI-enabled tools
- Experience scaling AI-enabled customer or operational capabilities from assessing use cases through cross-functional delivery, adoption and measuring outcomes
- Understanding of responsible AI, including human oversight, data protection, evaluation, monitoring and risk management
- Strong customer and commercial acumen
- Excellent stakeholder engagement, executive communication, influence and negotiation skills
- Strategic and systems thinking
- Strong delivery leadership across prioritisation, risk, dependencies, releases and benefits
- Experience in business analysis, process design, change management and enablement
- Ability to lead multidisciplinary, distributed teams across time zones
Benefits
Comp & perks- Flexibility to work in a Hybrid model (3 days in-office)
- Annual and Sick Leaves
- Paid Birthday, Study and Volunteering Leaves every year
- Medical Insurance Cover
- Employee Referral Bonus
- Tenure Bonus
- Team Events & Celebrations