Director of Customer Support & Implementation - North America

TRAILD: Who are we? 

TRAILD is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable.  

Just as your bank provides always on risk protection for your credit card, TRAILD provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes.  

Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients make their AP process more streamlined, automated and secure. 

We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security. 

Hear how TRAILD customers speak about us here. 

The Role: Want to be a part of our exciting growth journey? 

We are seeking an experienced Director of Customer Support and Implementation to join our talented and dynamic team. As our company continues to expand into international markets, we need someone with a genuine passion for scaling and growing a Customer Support and Implementation Team. 

In this role, you will be responsible for defining and implementing best practices, procedures, and KPIs to support a global team. 

The ideal candidate will have a strong background in leading and scaling Customer Support and Implementation teams within SaaS/technology organizations, excellent interpersonal and communication skills, and previous experience creating and executing a playbook for the Customer Support and Implementation function. 

Key Responsibilities 

• Own and maintain the Department metric tracking, (such as onboarded ARR, ticket resolution rates and onboarding rates) and reporting cadences for the Customer Support and Implementation team, including defining future KPIs as the business evolves. 

• Oversee a team of Customer Success Managers, Customer Support Managers and Customer Implementation Managers, providing mentorship, setting performance goals, and supporting their professional growth. 

• Roll out tried and tested Customer Support and Implementation playbooks, to implement scalable processes and best practices for onboarding, training, and ongoing account management. 

• Collaborate with internal and external stakeholders to create a prescriptive roadmap for future processes, tech, and reporting needs aligned with company goals. 

• Take a hands-on approach with customer training and implementations, ongoing support and troubleshooting, especially with priority customers.