What are the responsibilities and job description for the Senior Customer Success Director position at IONQ?
IonQ is developing the world's most powerful full-stack quantum computer based on trapped-ion technology. We are pushing past the limits of classical physics and current supercomputing technology to unlock a new era of computing. Quantum computing has the potential to impact every area of human society for the better. IonQ's computers will soon redefine industries like medicine, materials science, finance, artificial intelligence, machine learning, cryptography, and more. IonQ is at the forefront of this technological revolution. We are looking for a Senior Customer Success Director to join a dynamic, cross-functional team dedicated to driving IonQ's mission of delivering exceptional experiences for our customers.
**Job Summary**
In this role, you will play a key part in ensuring customers unlock the full value of our platform. You will onboard and develop new users of IonQ's quantum computers by aligning our offerings with their priorities. You'll guide them in gaining an understanding of the world's leading quantum solutions. You will support our customers by guiding them through performance optimization, designing and delivering tailored training programs for diverse audiences, and representing IonQ at industry conferences.
As a trusted advisor, this position offers a high-visibility opportunity to influence and inspire both business and highly technical internal and external stakeholders, ensuring they have the best possible experience on our platform.
Scientific expertise and hands-on credibility, combined with exceptional communication skills, are essential for success in this role. You should demonstrate a commitment to continuous learning and upskilling in the quantum computing field, along with a genuine passion for sharing your knowledge with others.
**Responsibilities:**
1. Collaborate directly with global clients who are defining and solving real-world challenges using IonQ's trapped-ion quantum computers.
2. Understand customer technical needs and remove barriers to product adoption, enhance customer loyalty and retention, and boost satisfaction, while actively minimizing churn.
3. Expand IonQ's user base by identifying real-world challenges for industry customers and creating workshops, challenges, and curricula that empower them to learn and apply quantum computing to drive value for their businesses.
4. Define new training offerings based on customer feedback and IonQ's strategic business goals. Drive the successful execution and operation of these offerings, which may include developing course materials (e.g., code, circuits, slides, videos), teaching workshops (both in-person and online), collaborating with Applications Researchers to translate cutting-edge research into teachable modules, training trainers, and building clientele by promoting new offerings.
5. Leverage expertise in optimization, machine learning, and chemistry and materials simulation to guide customers on best practices for designing quantum circuits, applications, and workflows, in close collaboration with quantum compiler and system experts.
6. Gain a deep understanding of our hardware and software capabilities to assist customers in optimizing performance.
7. Represent IonQ on standards bodies, government committees, quantum working groups, industry panels, and other relevant forums as needed.
8. Collaborate with Product Management, Product Marketing, Sales, and Engineering teams to provide valuable customer insights on product functionality, documentation, and educational materials.
9. Accommodate occasional travel to customer sites and attend evening/off-hours meetings as needed to support global customers.
**Requirements:**
• PhD in Physics, Computer Science, Machine Learning, Operations Research, or a related field, or equivalent practical experience
• 5 years of experience in technical customer-facing roles or equivalent, with a proven track record of performance and goal achievement
• 3 years of experience with creating customer facing content including training material, playbooks, workflows
• Hands on experience with Python and quantum frameworks such as Qiskit, Cirq, PennyLane, or other quantum computing SDK
• Working knowledge of Jupyter Notebook, Google Colab, or similar platforms
• Strong understanding of key physics concepts and mathematical techniques relevant to quantum computing, including linear algebra and probability
• Exceptional technical and executive presentation skills, with the ability to influence and inspire audiences ranging from researchers and end-users to C-suite executives, all with varying levels of quantum knowledge
• Proven ability to teach complex topics to diverse audiences, tailoring curricula to customer needs, including large lectures, smaller study sessions, and one-on-one mentoring
• Demonstrated success in working collaboratively within a team environment
• Ability to be based in IonQ's College Park, Maryland office (Washington, DC area)
**What We Offer:**
We believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment where individuals can feel welcomed, respected, supported, and valued.
**Job Summary**
In this role, you will play a key part in ensuring customers unlock the full value of our platform. You will onboard and develop new users of IonQ's quantum computers by aligning our offerings with their priorities. You'll guide them in gaining an understanding of the world's leading quantum solutions. You will support our customers by guiding them through performance optimization, designing and delivering tailored training programs for diverse audiences, and representing IonQ at industry conferences.
As a trusted advisor, this position offers a high-visibility opportunity to influence and inspire both business and highly technical internal and external stakeholders, ensuring they have the best possible experience on our platform.
Scientific expertise and hands-on credibility, combined with exceptional communication skills, are essential for success in this role. You should demonstrate a commitment to continuous learning and upskilling in the quantum computing field, along with a genuine passion for sharing your knowledge with others.
**Responsibilities:**
1. Collaborate directly with global clients who are defining and solving real-world challenges using IonQ's trapped-ion quantum computers.
2. Understand customer technical needs and remove barriers to product adoption, enhance customer loyalty and retention, and boost satisfaction, while actively minimizing churn.
3. Expand IonQ's user base by identifying real-world challenges for industry customers and creating workshops, challenges, and curricula that empower them to learn and apply quantum computing to drive value for their businesses.
4. Define new training offerings based on customer feedback and IonQ's strategic business goals. Drive the successful execution and operation of these offerings, which may include developing course materials (e.g., code, circuits, slides, videos), teaching workshops (both in-person and online), collaborating with Applications Researchers to translate cutting-edge research into teachable modules, training trainers, and building clientele by promoting new offerings.
5. Leverage expertise in optimization, machine learning, and chemistry and materials simulation to guide customers on best practices for designing quantum circuits, applications, and workflows, in close collaboration with quantum compiler and system experts.
6. Gain a deep understanding of our hardware and software capabilities to assist customers in optimizing performance.
7. Represent IonQ on standards bodies, government committees, quantum working groups, industry panels, and other relevant forums as needed.
8. Collaborate with Product Management, Product Marketing, Sales, and Engineering teams to provide valuable customer insights on product functionality, documentation, and educational materials.
9. Accommodate occasional travel to customer sites and attend evening/off-hours meetings as needed to support global customers.
**Requirements:**
• PhD in Physics, Computer Science, Machine Learning, Operations Research, or a related field, or equivalent practical experience
• 5 years of experience in technical customer-facing roles or equivalent, with a proven track record of performance and goal achievement
• 3 years of experience with creating customer facing content including training material, playbooks, workflows
• Hands on experience with Python and quantum frameworks such as Qiskit, Cirq, PennyLane, or other quantum computing SDK
• Working knowledge of Jupyter Notebook, Google Colab, or similar platforms
• Strong understanding of key physics concepts and mathematical techniques relevant to quantum computing, including linear algebra and probability
• Exceptional technical and executive presentation skills, with the ability to influence and inspire audiences ranging from researchers and end-users to C-suite executives, all with varying levels of quantum knowledge
• Proven ability to teach complex topics to diverse audiences, tailoring curricula to customer needs, including large lectures, smaller study sessions, and one-on-one mentoring
• Demonstrated success in working collaboratively within a team environment
• Ability to be based in IonQ's College Park, Maryland office (Washington, DC area)
**What We Offer:**
We believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment where individuals can feel welcomed, respected, supported, and valued.
