Job description
IonQ is developing the world's most powerful full-stack quantum computer based on trapped-ion technology. We are pushing past the limits of classical physics and current supercomputing technology to unlock a new era of computing. Quantum computing has the potential to impact every area of human society for the better. IonQ's computers will soon redefine industries like medicine, materials science, finance, artificial intelligence, machine learning, cryptography, and more. IonQ is at the forefront of this technological revolution.
We are looking for a Director of Customer Success. As the Director of Customer Success, you'll be part of a cross-functional team whose mission is to lead IonQ on its journey to build the world's best quantum computers to solve the world's most complex problems.
Responsibilities:
- Set the overall vision and strategic plan for the Customer Success division, focusing on driving product adoption, and creating a positive customer experience
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Recruit and develop a high performing team of Customer Success Managers
- Drive operational practices to track performance of teams and individuals
- Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities
- Address escalated client issues with speed and clarity, orchestrating resources across the company as appropriate
You'd be a good fit with:
- 10+ years of customer service management experience in the tech industry
- A BA in Business Administration, Physics, Computer Science, Computer/Electrical Engineering or equivalent experience
- Proven experience leading teams, driving adoption, and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- A strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Able to be flexible in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organization and with external stakeholders
You'd be a great fit with:
- 5 years leading customer success in quantum or related technologies
- A masters degree in in Business Administration, Physics, Computer Science, Computer/Electrical Engineering or equivalent experience
- Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
Our HQ is located in College Park, Maryland and we are a 15 minute metro ride from Washington DC. We are actively building out teams in the Washington D.C., Seattle, and Boston metro areas and will want to locate you in one of these geographies. However, IonQ will be expanding into additional geographies both domestically and internationally so don't let this stop you from applying.
At IonQ, we believe in fair treatment, access, opportunity and advancement for all, while at the same time striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment in which any individual can feel welcomed, respected, supported and valued.
We are committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are proud to be an Equal Employment Opportunity employer.
If you are interested in being a part of this team and mission, we encourage you to apply.
IonQ Covid-19 Policy: IonQ requires all employees to provide proof of full vaccination for Covid-19 before starting employment.
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