Director of Customer Success

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DIRECTOR OF CUSTOMER SUCCESS

LOCATION | San Antonio, TX; Denver, CO; or Remote (work-from-home)

The Elevator Pitch: Why will you enjoy this new opportunity?
Dizzion is creating a dynamic, innovative workforce to support our global customer base. We do not believe in departmental silos. We are looking for the brightest and most talented individuals to be a part of our team. We select self-starters that consistently execute with a positive “Can Do” attitude, strong work ethic and an unparalleled commitment to the customer.

  • Be part of something BIG! Work at Home has gained unprecedented momentum in the last year and will be part of the new normal
  • Recent market trends and circumstances have led to increased demand for Dizzion Managed Desktop as a Service providing an incredible financial opportunity to our team
  • Make a significant impact on an already successful business (Inc5000, Gartner Top DaaS provider), helping Dizzion scale global operations

What is primary need, technical challenge, and/or problem you will be responsible for?

The Director of Customer Success (DCS) leads, coaches, and empowers the Customer Success Team (comprised of Customer Success Managers, Customer Success Delivery Managers, and Customer Success Engineers), and is responsible for cultivating and maintaining strong relationships with all accounts and ensuring high levels of customer satisfaction. As the voice of the CS Team, the DCS will work closely with leadership and management teams to regularly inform the progress and success of the team, as well as the development and growth within targeted and strategic accounts. The DCS will use previous Customer Success Manager expertise to help the CS Team build world-class relationships and help mentor and shape the next leaders of the organization. Most importantly, the Director must be the subject matter expert for the team, helping each individual grow professionally and find long-term success within the role.

What will your day look like...

As the DCS, you will oversee and manage our team of Customer Success Managers, Customer Success Delivery Managers, and Customer Success Engineers to provide best-in-class customer engagement and support for all Dizzion customers.  You will be responsible to refine the entire Customer Success Team and create a segmented team structure, allowing our most senior resources to focus on targeted and strategic customer engagement.

You will have direct involvement with our most strategic accounts, overseeing their more complex operations, building brand and service value, and developing relationships with key technology and business stakeholders.

Working in tandem with Dizzion’s Director of Technical Support, you will provide transparency to our senior management and executive team regarding the current health, historic trends, and outlook of our customer portfolio.

You will author, implement and refine team operational processes and best practices around account engagement for all customers and proactively identify and swiftly address vulnerabilities and risks to all accounts.  You will also identify strengths within your team’s customer portfolio and turn them into growth opportunities.

Additionally, you will define and track performances against metrics specific to the Customer Success Team, targeted to drive account engagement, retention, expansion, and team capacity/scalability.  You will own and manage KPIs such as gross retention, renewals, additional business revenue growth, net promoter score, operational performance SLAs, and team capacity.

Other duties will be assigned as necessary.

What Other Skills Give Me an Advantage?

  • Bachelor’s Degree from an accredited university or equivalent experience
  • 5+ years of management experience leading a Customer Success Team
  • 1+ years building/overseeing task-based operations group
  • Experience and proven results with hiring, on-boarding, and establishing new customer success offerings and processes
  • Experience directly managing a $5 Million+ annual portfolio of Strategic Enterprise Customers
  • Intermediate understanding of general IT infrastructure and services
  • Strong business analysis capabilities; strong understanding of fundamental service concepts (i.e. statement of work, project plans, etc.) and SaaS business concepts (i.e. revenue, profit margin, SaaS licensing models, etc.)
  • Customer-centric advocate who has no trouble being the point of contact for customer escalations and can help manage the expectations of customers on the team’s behalf
  • Self-motivated team player who has fresh ideas when it comes to user adoption and revenue retention
  • Ability to work in a fast paced, SLA-bound, 24x7x365 service provider environment

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Kwesi Ames, Senior Vice President of Operations.  Kwesi leads the Operations department with functional responsibility that includes technical operations, platform engineering and customer support.  He brings 22 years of experience in information technology and operations.  Ames previously served as vice president of site reliability engineering at Salesforce (~10 years).

We hire people from various backgrounds. It’s not the language but the tenacity that matters to us. We love to solve business problems.

Benefits

  • Comprehensive medical (including telehealth), dental and vision plans to fit your needs
  • Employee assistance program
  • Employer paid basic life insurance and AD&D
  • 401(k) retirement plan
  • Self-Managed Paid Time Off, work hard and take time when you need it
  • Generous holiday schedule
  • Voluntary short and long term disability
  • We set you up for success, equipping you with the latest and greatest hardware
  • Awesome co-workers!

Compensation

  • $110,000 - $125,000 annually (Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, and alignment of market data.)
  • Quarterly bonus program

Company Overview

Dizzion, Inc. is a leading provider of high-performance managed Desktop as a Service (DaaS) to the global remote workforce. Founded in 2011, Dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (BPO), enterprise contact centers, healthcare, financial services, and insurance companies with real HIPAA, PCI-DSS and SOC 2 Type II compliance. Customers further digital transformation with AnyCloud global delivery, seamless hybrid IT integration, zLink secure endpoints, and COSMOS orchestration and analytics. Visit dizzion.com for more information. Dizzion | Work from Home. Business as Usual.

In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.

And if this role is exciting you, we encourage you to apply even if you don’t meet all 100% of the description or qualifications. Finally, and most importantly, we are a proud Equal Opportunity Employer.  This position is full-time FLSA exempt.

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