Job Description

• Full-time
• Fredericton, NB, Canada

Customer Success Team Lead 

Do you have the technical and people skills required to help global enterprises experience the benefits of adopting Mixed Reality technologies? 

Join the team that is shaping the new technological era. 

It is not every day that we see the dawn of a new era in technology. Kognitiv Spark is pioneering leading-edge holographic enterprise software by leveraging Mixed Reality to allow industrial organizations to better connect their workforces. 

We are a team of adventurers who are driven by a desire to exceed expectations and deliver transformational benefits to our customers and partners. We see challenges as opportunities, and never stop at “good enough.”  

We are committed to fostering a culture that embraces our core values of integrity, innovation, responsibility, growth, and unity of effort. Our people are everything. 

What we are building: 

RemoteSpark™ is our holographic worker performance platform for industrial worker support.  

Mixed reality is the merging of physical and digital worlds to produce a new dimension of productivity. We enable field workers to excel at their jobs by completing tasks faster and correctly the first time, every time. Our platform reduces equipment downtime, expert travel, and facilitates knowledge transfer. 

RemoteSpark connects field technicians/engineers to subject matter experts tying together interactive 3D content, and live sensor data which operate concurrently with a low-bandwidth video/audio support call. 

We are at the forefront of the emerging industrial and technological revolution, where the Kognitiv Spark team works to shape the future of how humans interact with technology in their everyday physical working environments. 

The Role 

Kognitiv Spark is looking for an outgoing customer success team lead to assist our customers in achieving success with RemoteSpark. The successful candidate will have an information technology background, superb customer relationship skills, team leadership experience, and a drive to help customers of varying technical levels maximize their success. 

This role will report to the Chief Technology Officer at our Fredericton office. The successful candidate will be required to reside in the greater Fredericton area and report to the local office. 

We are looking for a candidate with the following characteristics: 

• Ability to manage installation, on-boarding, implementation, training, and maintain high levels of customer satisfaction concerning RemoteSpark deployments and operations. 
• Experience in building and developing world-class customer success teams and operations 
• First line of support for customers including troubleshooting issues with customers. 
• Communicate effectively with both internal and external senior-level management to understand customer feedback. 
• Maintain customer success metrics and data as directed. 
• Massive appetite for learning and implementing new technologies. 
• Assist product group with testing to ensure technology readiness for customers. 
• Patient and diligent, troubleshooting proficiency, effective problem-solving skills. 
• Working with customers on use cases to help scale RemoteSpark within their enterprise. 

• Lead training for initial on-boarding of RemoteSpark for new customers 
• Define customer success best practices 
• Build, develop and manage the Kognitiv Spark customer success team 
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them 
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time 
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members 
• Assist the sales and marketing teams with demos using the Microsoft HoloLens, Surface Hub and various technologies like IoT and AI 

• Strong information technology aptitude 
• Strong solution consulting skills 
• Strong verbal and written communications skills, must be very good at interacting with customers 
• Active team player, self-starter, and multitasker who can quickly adjust priorities 
• Able to pass a reliability status background check 
• Ability for infrequent travel 

Preferred Qualifications 

• Community College or Bachelor’s degree in technology or business or equivalent experience 
• Mastery of Windows 10/11 
• Basic understanding networking including Wi-Fi router configuration, TCP/IP, Firewall rules, and understand of HTTP(S), AAD, DNS, NAT and DHCP