Director Of Customer Success And Support

Department: Customer Success (Sales)

Role: Director of Customer Success and Support

Location: Dallas, TX

About itopia

itopia is leading the innovation for the future of work and learning by enabling students to experience access and equity like never before and enabling enterprises to deliver the most secure digital workspaces to employees located anywhere. We firmly believe the future of work is in the browser, and our mission is to radically improve the ability to work from anywhere on any device by providing secure access to applications streamed over a web browser.

We empower enterprise employees and students of all ages by simplifying access to applications while reducing the burden on IT admins to manage cloud infrastructure, security policies and application delivery and management. Our customers include leading global enterprises across various industries and the largest school systems in North America. We are also partnered with a global set of enterprise, education and software channel partners that enable us to serve customers globally and at scale.

itopia is expanding its operations by opening a headquarters in Dallas, TX, and you have an opportunity to play a pivotal role in scaling a fast growing Series B startup! itopia, a native Miami, FL software company, was recognized as one of the Best Tech Startups in Miami in 2021, and was also honored as the Google Cloud Technology Partner of the Year in 2019. As we enter the next phase of growth, we are looking for skilled hands-on builders with a propensity for focused execution. Join us in building a legacy company that solves big challenges and brings customers joy.

Role Description:

As the Director of Customer Success and Support, you will play a critical role in driving customer retention, expansion, and overall satisfaction. You will be responsible for leading and developing a team of customer success managers, implementation managers and support specialists, working closely with cross-functional teams, and collaborating with key stakeholders to deliver exceptional customer experiences. You will have a direct impact on our business growth by ensuring that our customers derive maximum value from our products and services and receive exceptional support when needed.

Role Responsibilities:

1. Leadership and Team Management

• Foster a culture of customer-centricity, accountability, and continuous improvement within the customer success and support organizations
• Provide guidance, training, and ongoing support to enable the team to deliver exceptional customer experiences and provide effective support
• Build, mentor, and manage a high-performing customer success and support team to achieve business objectives and customer satisfaction goals

2. Customer Success and Support Strategy

• Identify and implement scalable solutions to improve customer onboarding, adoption, support interactions, and overall satisfaction.
• Develop and execute a comprehensive customer success and support strategy aligned with company goals and objectives
• Define and optimize customer success and support systems, processes, methodologies, and best practices to drive customer retention, expansion, and satisfaction

3. Customer Relationship Management

• Establish strong relationships with key customers and act as their trusted advisor, understanding their business objectives, and aligning our solutions to meet their needs
• Conduct regular business reviews with strategic accounts to review performance, identify areas for improvement, and drive customer satisfaction and loyalty
• Collaborate with cross-functional teams, including sales, product, and engineering, to ensure seamless customer interactions, issue resolution, and effective support

4. Support Operations

• Define and monitor key support metrics, such as response time, resolution time, and customer satisfaction, to drive continuous improvement in support operations
• Oversee the support team in providing timely and effective resolutions to customer inquiries, issues, and escalations
• Work closely with the product and engineering teams to ensure that customer feedback and support insights are integrated into product development and improvement initiatives.

5. Data Analysis and Insights

• Utilize customer feedback and market intelligence to provide strategic recommendations for product enhancements, support process improvements, and overall customer success.
• Monitor customer health metrics, support ticket trends, churn rates, and other key performance indicators to proactively address customer concerns and drive account growth
• Leverage data-driven insights to identify trends, opportunities, and potential risks affecting customer success and support

Requirements:

• 6+ years of experience in customer success, account management, or customer support, preferably in a B2B SaaS environment
• Excellent communication and interpersonal skills, with the ability to build rapport and relationships with prospects
• Strong focus on customer satisfaction and success, with the ability to understand and anticipate customer needs, build strong relationships, and deliver exceptional customer experiences
• Bachelor's degree in a related field or equivalent practical experience
• Proficiency in analyzing customer data and metrics to identify trends, patterns, and areas for improvement. Experience with customer success platforms and data analytics tools is a plus
• Self-motivated, results-driven, and eager to learn and grow in a fast-paced environment
• Ability to work independently and get hands-on as well as collaborate effectively within a team
• Experience implementing leading Customer Success Management platforms and systems
• Strong problem-solving abilities and the capacity to understand and explain complex technical solutions to a non-technical audience

Benefits:

You’ll be part of a team that is forward-thinking, collaborative, resourceful, customer-focused, and driven to make work productive, impactful, and fun.

In addition, itopia offers competitive Total Reward packages, including compensation, and benefits.

Apply:

To apply for the Director of Customer Success position in Dallas, Texas, submit your application via [email protected].