Director of Customer Lifecycle

Overview

Lead customer support, onboarding, training, and partner certification for Overwatch.

Key Responsibilities

• training delivery
• program updates
• sla management
• documentation
• customer onboarding
• partner enablement

Tasks

-Ensure training programs are updated as new hardware, firmware, or protocols are released. -Collaborate with Engineering and Product to ensure accurate, timely updates are translated into training and support content. -Constantly operates a computer and other peripheral office equipment such as a printer or mouse. -Partner with RRU leadership to create clear customer and partner communications during escalations. -Define and enforce SLAs for response, resolution, and escalation of support cases. -Gather customer feedback and lead improvement cycles for support processes and content. -Provide insights and metrics to the Head of Overwatch and executive team regarding customer experience, partner readiness, and support performance. -Maintain proactive communication with customers during events, outages, or dispatch activity. -Own all customer support interactions related to Overwatch, ensuring speed, clarity, and empathy. -Maintain up-to-date documentation, guides, and training materials as hardware/software evolves. -Own the customer onboarding journey into Overwatch, from utility acceptance through ongoing support. -Provide ongoing support and enablement for 3rd-party partners to ensure they represent Torus with quality and consistency. -Oversee logistics for training events, including travel, scheduling, and partner readiness. -Design and deliver training programs that help customers understand Overwatch systems, alerts, and engagement channels. -Build and manage certification programs for 3rd-party partners (installers, service providers, etc.).

Requirements

• crm platforms
• field service
• enablement
• program management
• customer success
• 8+ years

What You Bring

-Familiarity with energy/utility operations, mission-critical services, or technology training programs is a strong plus. -Familiarity with field service operations and coordination between dispatch, monitoring, and customer comms. -Ability to communicate information so others can understand. Must be able to exchange accurate information in these situations. -Background in training & enablement program development, including live training, digital modules, and knowledge base creation. -Experience working cross-functionally with engineering, product, and field service teams to translate technical updates into customer-ready training and support materials. -Must report to work reliably and with the ability to use full and unimpaired skills and judgment to safely execute your job. -Demonstrated ability to design and measure customer/partner success with metrics like CSAT, NPS, certification completion, and support resolution times. -Excellent written and verbal communication skills; able to simplify complex operations for customers and partners. -Strong background in program logistics (travel coordination, partner training events, scheduling) and operational execution. -Experience managing certification and training programs for external partners. -Direct experience managing 3rd-party certification programs (installers, service partners, channel partners) including curriculum design, logistics, and compliance. -Proven ability to design and scale customer onboarding journeys, including documentation, playbooks, and proactive communication strategies. -Strong background in logistics and program management for training events. -Excellent written and verbal communication skills, with ability to simplify complex technical topics for customers and partners. -Track record of driving measurable improvements in customer metrics such as CSAT, NPS, response time, and resolution time. -Experience leading customer support or customer success organizations in energy, utilities, SaaS, or other mission-critical industries. -Strong knowledge of support and CRM platforms (Zendesk, HubSpot, ServiceNow, Salesforce, or equivalent). -8+ years in customer support, customer success, training/enablement, or partner programs. -Proficiency in reading, writing, and speaking English required.

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About Torus

-Born from a mission to 'grow stronger communities', the group has emerged as the North West's largest provider of homes and place renewal. -Its signature developments include large regeneration projects, such as 400-home schemes, demonstrating a commitment to comprehensive community revitalization. - PROFITS from its services and development arm are reinvested into community facilities and local economies. -The team specializes in transforming brownfield sites into vibrant neighborhoods, exemplified by developments like 150 homes in Leigh and Wigan and a 295-home scheme in St Helens. -Uniquely, its commercial house-building arm operates like a developer, combining private sale with rented housing options—a rare approach among housing providers.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship; applicants must already have legal us work authorization.

Security Clearance

-all candidates will undergo a background check.