Critizr is one of the fastest-growing, most exciting tech start-ups operating today. We have offices in London, Paris and Lille, and backing from some of the world’s best venture capital firms. We have clients in more than 30 countries.
Critizr provides a SaaS solution which enables retailers and brands to put the customer at the heart of their business, starting from their local teams. Today, thousands of retail professionals use Critizr to understand and engage in conversations with their local customers across all channels.
Our primary investors, including 83North, have an impressive track record of investment including companies like AirBnB, DropBox, Zendesk, LinkedIn, Mirakl, JustEat, Facebook. We currently employ over 80 people, and our team has been doubling year over year.
About the position
The Director of Engagement will lead the transformation of customers onboarding, from pre-sales engagement to delivery. Working closely with Sales, Client Success and Solution Engineer teams, your main responsibilities will be to build how we scope Saas services engagements, produce Statements of Work and control the delivery of multiple project deployments. The successful candidate will lead, manage and coach a team of Engagement Managers and Local Success Managers. We’re looking for someone who enjoys being hands on, challenges the status-quo and leads by example to make an impact.
What will your main responsibilities be?
1. Transforming how we onboard customers and deliver services2. Services scoping and sales3. Quality and customer satisfaction4. Leading a team and developing individuals5. Engagement/ project management Responsibilities
Build a process where Engagement Managers can scope new deployment projects upstreamBe the gatekeeper of new deployment projects to ensure a full control over their scope, delivery and timelineWork effectively with the Sales and Client Success teams to sell services delivery to customers.Pro actively scope projects with Customers’ business and technical stakeholders (internal & external) to ensure requirements are clearly defined.Create custom SOWs clearly detailing services activities, responsibilities, deliverables, timing and pricing.Work with Critizr’ CS leads, Solution Engineers and Product to schedule and coordinate project timingEnsure that project vision and goals are clearly defined.Ensure that key stakeholders are identified and aligned - clarify roles and responsibilities with involved stakeholders when necessaryDefine and maintain project plans.Focus on achieving milestones and meeting deadlines - create status reports including estimates to completion for clients and internal stakeholders.Prioritise day-to-day work with the right level of focus.Manage client escalations; act as the bridge between Services and the rest of the organization.Ensure that issues and risks are identified and mitigated in a timely manner. Manage multiple client and internal stakeholders.As we expand, proven experience of leading & managing distributed team is requiredExperience in managing and supporting blended teams of colleagues, client and partner resources to share knowledge and develop an integrated delivery ethic.What skills and background are we looking for?
Fluent French AND English language skills - to elaborate, you will be working with clients across Europe but the engagement and delivery team needs to cover all languages, so the chances are you would end up with more of our French/English clients as well as other European projects. Proven experience with a project management methodology. Expertise scoping professional services for SaaS implementations. Experience leading and developing a team of individual contributors in a professional services set-up. Experience in coaching individuals, transferring knowledge and leading a strategy in order to maximise impact and value of the Engagement team Experience generating or executing Statements of Work. Track record of working with clients and internal stakeholders at all levels. Ability to maintain strong client focus at all times. Ability to work under pressure and deliver. Passion, energy and a collaborative work ethic.Desirable:
Formal certification in a project management methodology (PMP, Prince 2, APM, CAPM, APMP).Project management experience of SaaS implementations.Experience in the software/ e-commerce industry.Familiarity with HTML, CSS, XML, and other web technologies. Expert knowledge not necessary, but you have to be able to communicate well with developers on these technologiesWhat personal qualities and soft skills are we looking for?
You are ambitious, independent, organized and a team-player.You love new technologies and are looking to participate in a fast-growing sector.What Critizr offers you?
A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growthA great team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share withFun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in top 100 of EU tech start-ups?)An international environmentAttractive salary package including excellent pension, health insurance and life insuranceOpen and inclusive working environment including flexible hours and parent-friendly options
