Director of Customer Engineering

Zero Networks; Milano; In loco; EUR 120.000 - 172.000; Tempo pieno

Descrizione del lavoro

Zero Networks seeks an experienced Customer Engineering Director to lead our customer engineering team and drive technical success for North America-based clients. You will mentor engineers, oversee complex implementations, and act as a strategic partner to major customers across the region.

You will collaborate with Sales, Product and Support to ensure adoption, resolve technical challenges, and identify expansion opportunities through deep customer understanding, while tracking health metrics

Competenze

• 5+ years in sales engineering, solutions engineering, or a similar customer-facing technical role.
• 3+ years of experience managing and leading technical teams.
• Strong ability to explain complex product functionality to both technical and non-technical audiences.
• Experience with customer relationship management and building stakeholder relationships.

Mansioni

• Lead and mentor a team of customer engineers.
• Oversee complex customer implementations, technical integrations, and solution architectures.
• Build and maintain relationships with key customer stakeholders across North America.
• Collaborate with Sales, Product, Support and Customer Success to drive customer satisfaction and identify upsell opportunities.
• Develop and refine customer engineering processes, best practices, and documentation.
• Monitor team capacity and resource allocation to balance customer needs with team sustainability.
• Provide technical leadership on complex customer problems and requirements.
• Track and report on team metrics including customer health scores and timelines.

Conoscenze

Sales engineering

Solutions engineering

Team leadership

Technical architecture

Stakeholder management

CRM experience

Communication skills

Descrizione del lavoro

Zero Networks is a group of elite “get it done” professionals that help companies truly take back control of their environments protecting their people, systems, and data, minimizing the risk of cyber-attacks without needing an army of people to do it. Our mantra is to make it easy!

We are seeking an experienced Customer Engineering Director to lead our customer engineering team and drive technical success for our North America-based clients. In this role, you will manage a team of customer engineers, oversee complex technical implementations, and serve as a strategic partner to our largest and most important customers across the region. You'll be responsible for ensuring successful product adoption, resolving technical challenges, and identifying expansion opportunities through deep customer understanding.

Responsibilities:

Manage and mentor a team of customer engineers serving North America accounts, providing coaching, career development, and performance management

• Lead complex customer implementations, technical integrations, and solution architecture projects for North America customers
• Build and maintain strong relationships with key customer stakeholders across North America, serving as the primary technical point of contact
• Collaborate with Sales, Product, Support and Customer Success teams to ensure customer satisfaction and identify upsell opportunities within the North America region
• Develop and refine customer engineering processes, best practices, and documentation
• Monitor team capacity and resource allocation to balance customer needs with team sustainability
• Provide technical leadership and guidance on complex customer problems and requirements
• Track and report on team metrics including customer health scores, implementation timelines, and customer satisfaction for the North America book of business

Requirements:

5+ years of sales engineering, solutions engineering, or similar customer-facing technical role

• 3+ years of experience managing and leading technical teams
• Strong technical background with ability to understand complex product functionality and customer architectures
• Excellent communication skills with ability to explain technical concepts to both technical and non-technical audiences
• Proven ability to manage multiple complex implementations simultaneously
• Experience with customer relationship management and ability to build strong stakeholder relationships
• Strong problem-solving skills and ability to work through ambiguous situations