- Pune
- Hybrid
- Full-time · Director
The Customer Technology Director leads the strategy, governance and evolution of SiteMinder’s customer technology ecosystem. The role enables effective customer journeys from implementation and onboarding through adoption, support, success management, renewal and expansion.
Responsibilities
- Partner with Customer teams to create the Customer Technology strategy and AI roadmap across support, onboarding, customer success, CRM, customer communications, workflow automation, integrations and customer intelligence.
- Identify, assess and prioritise AI and automation use cases with customer and operations teams, balancing discovery, delivery, adoption and value realisation.
- Translate customer and operational priorities into business cases, requirements, delivery plans and success measures, acting as the senior technology partner to Customer Support, Onboarding and Customer Success.
- Lead the evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities such as agent assistance.
- Govern AI use in line with SiteMinder's AI policy and AI Register, setting proportionate practices for data use, human oversight, quality evaluation, monitoring and escalation.