Job Summary: Director of Customer Success will oversee the technical support and service operations in the Customer Success organization.

Responsibilities:

  • Train and oversee technical support engineers.
  • Organizes and oversees the schedules of technical support engineers.
  • Provides constructive and timely performance evaluations.
  • Facilitates and oversees the technical support roles, ensuring effective and helpful support is provided to end users.
  • Maintains knowledge of trends and developments in information technology, alerting senior staff of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organization’s systems and operations.
  • Provides technical support identifying, investigating, and resolving users’ problems with computer software and hardware for problems that are beyond the expertise of technical support engineers.
  • Applies knowledge of computer software, hardware, and procedures to solve problems.
  • Collaborates with other employees to research and resolve problems.
  • Collaborates with programmers to explain errors and/or recommend modifications to computer programs.
  • Work with cross-functional teams on customer concerns, feedback, etc.
  • Arranges service by software or hardware vendors to repair or replace defective products.
  • Develops and communicates department projects and goals.
  • Define operational and success metrics and operationalize them
  • Maintains knowledge of technology innovations and trends.
  • Coordinates and schedules large-scale software and hardware installations.
  • Ensures Customer Success-related projects and tasks are completed within specifications, on time, and within budget.  
  • Manage staff augmentation services and onboard their support team.
  • Performs other duties as assigned.

Qualifications:

  • A. or B.S in Computer Science or related field required.
  • 7-10 years experience
  • Network Operations experience
  • Technical Support experience
  • Ability to think under pressure, tech-savvy, wear multiple hats
  • Excellent interpersonal and customer service skills.
  • Experience managing teams
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Thorough understanding of technology, software, and hardware.
  • Proficient with or able to quickly learn the software and applications used in the organization and the industry.

 

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