Teal Communications, Inc. is a fast-growing Internet of Things (IoT) software company headquartered in Seattle, Washington that is looking for an experienced Sr. Director of Customer Success to join the team.

This role offers an exciting opportunity to build and lead a high-performing Customer Success organization.

The Director of Customer Success will oversee Teal’s Customer Service and Solutions Engineering teams, driving the development of a complete, enterprise-level lifecycle client experience. The ideal candidate will have 10+ years’ experience in a Customer Success leadership role and will work as a member of the management team to strengthen the customer journey, driving pre- and post-sales support through close partnerships that enhance each customer’s experience with Teal.

Responsibilities

• Develop and implement a well-defined Customer Success playbook, forming an industry-leading Customer Success organization that supports TEAL’s aggressive growth.
• Establish a scalable enterprise offshore Tier I Customer Service team, including developing budget, identifying a viable location, initial staffing, training, and tooling for operational go-live
• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving adoption, nurturing a positive customer experience, and driving growth through product usage, expanding capture of wallet share and net retention improvements.
• Architect a holistic enterprise level Customer Success framework including service policies, procedures and standards that scales to support present and future business needs
• Oversee Customer Service and Solutions staff hiring and performance, providing coaching and guidance when needed, while partnering with team leads to ensure operations are running smoothly and align with quality standards
• Work cross-functionally with Sales and Operations to mature, support, and scale customer onboarding, technical solutioning and account management programs
• Build and take ownership of a customer communication framework, working with internal teams to provide notifications, documentation, customer education, newsletters, release notes, and other key content
• Establish and apply firm SLA’s that exceed customer expectations in resolving customer issues and service requests
• Ensure timely resolution of customer escalations, both within the CS organization as well as those outside the org including engineering and operations
• Establish customer satisfaction programs including quantifying through CSAT and other methods to collect customer feedback for ongoing analysis to identify areas of improvement
• Develop and institute evolving training programs for the org to continually expand the service support capabilities
• Implement a rhythm of business across the CS and SE groups and executive leadership to align with progressing business requirements and growth
• Work with teams to establish and implement OKR’s that focus on maturing the organization to meet maturity, expansion, and business needs
• Develop metrics that drive accountability and provide regular executive reporting of Customer Success performance that include KPI’s, OKR’s, and progress of growth initiatives

Requirements

• 10+ years in a Customer Service management role for a technology organization
• Progressive experience leading customer success, account management, and/or sales teams.
• Excellent leadership qualities with proven ability to develop strategies, translate them into initiatives, and drive successful tactical execution
• Demonstrated ability to lead managers and successfully direct global, distributed teams across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to effectively collaborate across the organization and with external stakeholders, building a “yes” culture that is constructive and solution-oriented
• Experience successfully working with senior (C-level) executives
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• An unbending resolve towards customer advocacy with an innate drive to address escalated client issues with speed and urgency
• Impeccable written and verbal communication skills and a keen attention to detail a must
• Experience in the telecommunications and/or IoT industry a plus

Compensation:
This hire will receive a base salary DOE and location. TEAL is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Seniority Level
Senior Management

Industry
Software, IoT, Telecommunications

Employment Type
Full-time

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