Senior Customer Success Director - Public Sector

IonQ•College Park, MD

5h•Hybrid

About The Position

We are looking for a Customer Success Director to join a dynamic, cross-functional team dedicated to driving IonQ’s mission of delivering exceptional experiences for our customers. 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.

Requirements

15+ years of professional experience or an equivalent combination of education and experience
Masters or PhD in Physics, Computer Science, Machine Learning, Operations Research, or a related STEM field
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 such as training material, success plans, 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 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
Security Clearance and experience supporting Federal Accounts

Nice To Haves

In-depth knowledge of the strengths and weaknesses of various quantum computing hardware platforms, with a solid understanding of quantum hardware-software dependencies
Demonstrated experience in quantum information science
Familiarity with subscription-based and renewal business models
Experience in creating business strategies, guidelines, and objectives, and implementing them with data-driven reports
Ability to engage in technical and business discussions with professionals across diverse domains, including finance, pharmaceuticals/healthcare, chemistry, computer vision, and operations research 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 background, customer obsession, 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

Collaborate directly with global clients who are defining and solving real-world challenges using IonQ's trapped-ion quantum computers.
Understand customer technical needs and remove barriers to product adoption, enhance customer loyalty and retention, and boost satisfaction, while actively minimizing churn.
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.
Define new service offerings based on customer feedback and IonQ’s strategic business goals. Drive the successful execution and operation of these offerings.
Gain a deep understanding of our hardware and software capabilities to assist customers in optimizing performance.
Represent IonQ on standards bodies, government committees, quantum working groups, industry panels, and other relevant forums as needed.
Collaborate with Product Management, Product Marketing, Sales, and Engineering teams to provide valuable customer insights on product functionality, documentation, and educational materials.
Leverage Project/Program management skills to oversee multiple, interconnected projects and initiatives, aligning them with strategic organizational goals