Director of Customer Service

One River Software is a rapidly growing enterprise software company focused on solving one of the biggest challenges facing asset-intensive organizations: getting maintenance work planned, scheduled, and executed.

With more than 25 years of experience in maintenance software, One River provides cloud-based solutions that enhance existing ERP environments. Our solutions, Arrow and Cornerstone, integrate with SAP and Oracle environments and connect critical maintenance data across ERP and other systems.

Our customers operate in asset-intensive industries including oil & gas, mining, chemicals, industrial manufacturing, pharmaceuticals, and food & beverage, where maintenance performance directly affects reliability, productivity, safety, and profitability.

The Director of Customer Service will be responsible for two critical areas of One River's business:

This is a senior, highly visible role requiring an experienced customer leader who can manage complex projects, coordinate multiple stakeholders, and ensure customers receive exceptional service and value from One River's software.

The ideal candidate has experience working with large corporations and complex organizations, understands how to manage enterprise-level projects, and is equally comfortable working with executives, project teams, technical resources, and end users.

• Take overall ownership of the customer experience from contract signing through successful implementation and transition into ongoing customer service.

• Develop and manage detailed implementation plans, timelines, milestones, responsibilities, and deliverables.

• Lead complex software deployments involving multiple departments, locations, systems, and stakeholders.

• Coordinate One River's internal teams, customer teams, technical resources, and third-party partners as required.

• Establish clear expectations regarding project scope, timelines, responsibilities, and outcomes.

• Identify and proactively manage project risks, issues, dependencies, and potential delays.

• Conduct regular project status meetings and provide clear communication to both customer stakeholders and One River leadership.

• Ensure customers are properly trained and prepared to successfully use the One River solution.

• Develop a structured transition from implementation to ongoing customer management.

• Ensure every new customer deployment achieves a successful and positive launch.

• Serve as a senior relationship manager for One River's key customers.

• Build trusted, long-term relationships with customer executives, managers, and users.

• Maintain regular communication with customers to understand their needs, priorities, challenges, and satisfaction levels.

• Conduct regular customer business reviews and proactively identify opportunities to improve the customer experience.

• Ensure customer issues and concerns are addressed quickly and effectively.

• Coordinate internally to resolve customer problems and communicate progress back to the customer.

• Identify opportunities for additional services, products, modules, or users where they can provide genuine value to the customer.

• Monitor customer satisfaction, retention, adoption, and overall health.

• Identify potential customer risks early and develop action plans to address them.

• Act as the customer's advocate within One River and ensure customer feedback is communicated to the appropriate internal teams.

• Develop scalable processes for customer onboarding, implementation, training, support, and ongoing relationship management.

• Establish standards, metrics, and reporting for customer service and deployment performance.

• Continuously identify ways to improve the customer experience and make deployments more efficient.

• Develop best practices and repeatable implementation methodologies as One River grows.

• Work closely with Sales, Product, Development, and Marketing to ensure a consistent customer experience.

• Provide leadership with regular updates regarding deployment status, customer satisfaction, risks, opportunities, and retention.

• Help build and develop One River's customer service organization as the company grows.

• 7+ years of experience in customer success, customer service, professional services, implementation, project…