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Job Details

Director of Customer Experience

Charlottesville, VA, United States

Posted on
Oct 29, 2020

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As leader of **MEMBERS ONLY**SIGN UP NOW***.’s Customer Experience organization you will be responsible for the overall service management and service delivery of our SaaS-based monitoring solutions. This operations-oriented position manages both internal and customer-facing processes to ensure that our customers achieve the full value proposition from our products. Success in this position requires a relentless focus on execution and the ability to establish and track measurable outcomes.
Specific Job Requirements
Grow and provide leadership to the Field Operations, Predictive Maintenance Advisors, and Technical Customer Support teams
Create and manage monitoring and alerting processes and procedures to ensure actionable alerts are generated, operated on, and lead to problems being addressed before impacting customers
Develop process and methods to help scale our service delivery and achieve great customer experience
Maintain a customer communication system including support tickets, trouble shooting, FAQs, customer satisfaction surveys, etc.
Engage customers as required for service delivery problems and/or equipment issues
Drive timely resolution of customer support issues as they arise
Define and track metrics to assess the customer experience including:
Basic backhaul connectivity outages
Sensor, gateway, and sensor network reliability and uptime
Data loss
Install times & return rates
Timeliness and accuracy of customer notifications
Communicate metrics effectively across teams to drive improvements
Coordinate closely with Sales and Customer Success in support of service renewals and expansion activities
Assist in the creation of technical documents and procedural manuals
Identify customer needs and articulate new feature requests to Product Management and Development teams
This position requires regular travel (approx. 25%)
Desired Qualifications
8 years’ experience leading service operations teams
Strong people leader with a natural ability to motivate teams, set and achieve targets, and manage career growth and performance
Excellent interpersonal skills with the ability to think and communicate creatively
Experience using data analysis to track key organization metrics and drive continue improvement efforts
Technical understanding of full-stack IoT solutions and underlying value propositions
Natural problem solver with a bias towards action
Ability to define processes for customer support and operate them efficiently
Work effectively with product and business management teams to clearly articulate and support customer needs
Organized with the ability to balance multiple priorities
Experience supporting SaaS and distributed devices is a plus
About our Values
Successful **MEMBERS ONLY**SIGN UP NOW***. employees routinely exhibit our four core values:
Pioneering ideas: to revolutionize computing, we look for the best ideas without being constrained by existing approaches. This clean slate, first principles approach expands our creative scope and helps us lead development of the next generation IIoT with field-changing technology.
Rigorous, honest thinking: we approach all of our endeavors with intellectual honesty and rigor. This honesty leads us to careful self-evaluation - identifying and admitting what we do not know – and to making hard decisions when we believe they are right.
Live well, work well: we believe that there are many things in life that are more important than work and that a fulfilling life outside of work makes it easier to do excellent work when you are focusing on the work part of life. Likewise, working well makes life more fulfilling.
One Team: We are a team of diverse individuals aligned by a common vision of the future of computing. We are strongest when we respect and embrace our differences. This requires that we share our thoughts, ask questions, and candidly provide feedback and encouragement to others. We are passionately committed to inclusion across race, gender, age, beliefs, identity, orientation, and life experiences that make us unique. Our diversity drives our greatest achievements.

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