Director of Customer Success: Support and Professional Services

Tampa, FL

You will lead the Customer Success Support and Professional Services teams in our Tampa office and coordinate with teams in our global offices to provide consistent, customer-focused strategies, tactics, and processes that result in great customer experience. Reporting to the Vice President of Customer Success, the Director of Customer Success also works closely with internal and external stakeholders to ensure appropriate objectives and priorities are enabled within the support team, including high visibility of the customer experience.

What You Will Be Doing

  • Managing the KPIs, priorities, and day-to-day activities of the Support and Professional Services teams in Tampa
  • Developing and achieving Support goals and objectives that align with the corporate vision
  • Serving as an escalation point for customers that are not satisfied with their OPSWAT experience
  • Coordinating with colleagues in global offices to facilitate a smooth and consistent 24x7 customer support experience
  • Designing and executing improved support processes and communication channels
  • Ensuring targeted service and performance standards are achieved or exceeded
  • Analyzing customer experience patterns and trends and providing data-driven feedback to the executive management team and key organization stakeholders
  • Determining overall customer satisfaction levels and identifying ways improve those levels
  • Improving department hiring and on-boarding practices
  • Coordinating cross-department initiatives designed to optimize customer service and improve customer satisfaction
  • Establishing and managing communication channels within and among departments including coordination of cross-departmental initiatives designed to optimize customer service and improve customer satisfaction

What We Need From You

  • Bachelor's degree; Computer Science degree preferred
  • 5 years of B2B support experience on enterprise software, preferably in the cybersecurity space
  • A self-motivator who thrives in a growing and unpredictable environment
  • Ability to develop clear action plans and drive processes with numerous interdependencies
  • Strong verbal and written communication skills
  • A successful track record of working effectively at all levels within the organization
  • Strong problem-solving skills, analytical capabilities, and collaboration skills
  • Meeting management and group process facilitation skills are required
  • An interest in developing subject matter expertise with OPSWAT products

Interested in this position?

To apply for this position, please send your resume and cover letter to us via JobScore. Special consideration will be given to those candidates whose cover letter indicates that they have viewed our website. Please, no drop-ins, calls or faxes.