Director, Customer Success & Service

Oni · Oxford (On-site) Street, Area · Full-time

Description

Join ONI and Explore the Boundaries of Scientific Discovery! At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualise, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge. Own the post-sale customer experience and build a scalable Customer Success & Service organisation that maximizes system uptime, customer adoption, service-contract renewal, and long-term customer value. Responsibilities Lead field service engineers, customer-support, and support-field applications specialists across the installed base. Own service-contract renewal performance and establish a disciplined renewal process. Manage service P&L and improve the economics of the post-sale organization. Establish customer satisfaction, uptime, response-time, and service-level metrics. Improve mean time to repair and reduce avoidable customer downtime. Oversee installations, preventative maintenance, break/fix, escalation, and case-managemen…