As a technology communications company, TelWare/OneCloud's Support team is crucial in achieving business goals and ensuring customer satisfaction. We are seeking a dynamic and experienced Director of Customer Success and Technical Support to join our team. In this role, you will be responsible for ensuring our customers receive outstanding technical support and achieve success in using our products or services. You will lead a team of support specialists, manage customer relationships, and collaborate closely with other departments to resolve technical issues and improve overall customer satisfaction.

Responsibilities:

• Manage a team of customer support specialists, including hiring, training, and performance management.
• Drive software adoption, expansion, and retention through innovative strategies.
• Develop and implement strategies to ensure high levels of customer satisfaction and retention.
• Define and ensure compliance with customer support SLAs.
• Oversee the resolution of technical issues reported by customers, escalating when necessary.
• Collaborate with Sales, Product Development, and Marketing teams to improve product offerings and customer experience.
• Analyze customer data to identify trends and insights that drive product and service improvements.
• Develop and maintain documentation and knowledge base resources for customers and support team.
• Conduct regular performance reviews and provide ongoing coaching and feedback to team members.
• Monitor and report on key metrics such as customer satisfaction, response times, and resolution times.

Required Experience:

• 5 years + experience in a customer success or technical support management role, preferably in the SaaS or Telecommunications industry.
• Strong leadership skills with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills.
• Technical aptitude and ability to understand and troubleshoot technical issues.
• Experience with CRM software and support ticketing systems.
• Analytical mindset with the ability to analyze data and make data-driven decisions.
• Bachelor’s degree in business, Computer Science, or equivalent work experience. An MBA is preferred.

Key Skills Required:

• Customer Obsession with a passion for delivering an exceptional customer experience.
• A proactive approach to understanding and addressing customer needs and pain points.
• Exceptional communication skills to build strong relationships with customers and internal stakeholders.
• Strong leadership skills with the ability to inspire, motivate, and build teams.
• Capacity towards systems thinking to evaluate, develop, and refine cross-functional processes to support customer success.
• Ability to implement scalable processes and systems that drive efficiency and effectiveness.
• Strong problem-solving skills with the ability to analyze complex situations and develop innovative solutions.
• Data-driven mindset with the ability to leverage analytics for strategic decision-making.

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on computers
• Must be able to lift 15 pounds at times
• May be required to work on-call
• This is not a remote position

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Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and growing industry.
• Professional development and career growth opportunities.
• Full range of medical benefits, dental, vision, 401K