Director of Customer Success and Technical Support

Description

As a technology communications company, OneCloud's Support team is crucial in achieving business goals and ensuring customer satisfaction. We are seeking a dynamic, results-driven Customer Success and Technical Support Director to lead our customer success and technical support teams. The ideal candidate will be a strategic thinker and self-motivated who can drive exceptional customer satisfaction while overseeing technical support operations. You will work closely with internal teams to ensure our clients receive outstanding service, timely resolutions, and seamless solutions. This role requires a blend of technical expertise, leadership skills, and a strong commitment to customer success.  This position is a full time role that requires being in the office.

Key Responsibilities:

• Lead and manage the Customer Success and Technical Support teams, ensuring they are equipped to provide the highest level of service and support to clients.
• Oversee the resolution of customer technical issues, ensuring timely and effective solutions to complex problems.
• Develop and implement strategies for improving customer retention, satisfaction, and overall success.
• Work closely with sales, account management, and engineering teams to deliver customer-centric solutions and enhance customer experience.
• Analyze customer feedback, service tickets, and performance metrics to identify trends and implement process improvements.
• Collaborate with customers to understand their goals and challenges, providing proactive solutions to improve their IT infrastructure and services.
• Develop and execute customer onboarding and training programs to ensure clients understand and maximize the value of services.
• Create and monitor key performance indicators (KPIs) to track the effectiveness of customer success and technical support initiatives.
• Manage escalations, acting as the point of contact for critical issues and ensuring they are resolved efficiently.
• Build and maintain strong, long-term customer relationships, ensuring ongoing satisfaction and success.
• Report on team performance, customer success initiatives, and technical support outcomes to senior leadership.

Requirements

Qualifications:

• Proven experience (5 years) in customer success, technical support, or a similar leadership role within an MSP environment.
• Strong technical knowledge of IT systems, cloud services, networking, and security.
• Excellent leadership skills, with the ability to motivate and manage a diverse team of technical support and customer success professionals.
• Exceptional problem-solving skills and the ability to manage complex customer challenges.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships at all levels.
• Data-driven mindset, with experience in using metrics and analytics to drive decisions and improvements.
• Experience with customer success platforms, ticketing systems, and CRM software (e.g., Zoho Desk, ConnectWise, Salesforce, ServiceNow).
• A deep understanding of customer lifecycle management, including onboarding, retention, and escalation management.
• Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities effectively.

Education:

• Bachelor's degree in IT, Business Administration, Computer Science, or a related field; or equivalent work experience. MBA Preferred.

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on computers 
• Must be able to lift 15 pounds at times 
• May be required to work on-call  

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package (health, dental, vision, 401k, etc.)
• Opportunities for career growth and professional development.
• Collaborative and supportive team culture.