Summary
OmniByte’s Director of Customer Services is responsible for designing, building, and scaling global customer success, customer experience, support, education and service operations. In this role, you will own the strategic direction and execution to transform the team with the outcome of delivering exceptional service and results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations. The ideal candidate will have a proven track record of driving results in a fast-paced, dynamic environment.
You will work closely with leadership and cross-functional teams to drive customer success strategies, set KPIs, and implement a customer-centric approach which ensures long-term retention, engagement, growth, and advocacy. As the leader of the Customer Service team, the role will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences
OmniByte builds teams which are inclusive, helpful, and have a strong sense of ownership for our product(s) and customers. Our leaders must provide team members with organizational transparency, career development, mentorship, and honest feedback. An ideal candidate will care passionately about the end users, wanting to create the best experience for the audience. You understand the importance of listening to our customers, and making sure they feel understood while seeking feedback, and references for our products and services.
OmniByte is innovative, and we’re obsessed with engaging our customers and how we can make a real change and have a worldwide impact. We help solve hard problems, fostering a better future through our agility, collaboration, and trust.
Role and Responsibilities
1. Develop and implement a scalable, global customer success strategy which aligns with the company’s growth goals and both customer and partner needs.
2. Manage and optimize the customer journey, from onboarding to education to ongoing support, to ensure seamless transitions and a consistent high-quality experience.
3. Build strong relationships with key customers and deliver insights on how they can achieve their desired outcomes using our solutions.
4. Define and track key performance indicators (KPIs) to measure customer success, Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), Churn Rate, and Growth Revenue.
5. Proactively identify at-risk customers and collaborate with sales and product teams to drive retention strategies. Work to grow existing accounts through cross-selling and upselling opportunities.
6. Collaborate with Product, Services, Sales, and Marketing teams to ensure customer feedback informs product development and marketing efforts. Facilitate seamless communication and issue resolution across departments.
7. Establish and report monthly SLAs and KPIs to gauge performance of the department/team.
8. Leverage technology, automation, and data analytics to drive customer success at scale. Help manage and enforce the operation and execution of selected technologies to enhance customer success operations, including CRM systems, customer engagement platforms, and analytics tools. Leverage best practices in implementing artificial intelligence (AI) for optimization of business practices.
9. Foster customer advocates and generate case studies, testimonials, and references to support marketing and sales efforts.
Customer Experience and Support
1. Create and sustain customer relationships. Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
2. Develop and manage customer/partner communication strategies, including regular check-ins, surveys, knowledge base, articles and feedback mechanisms.
3. Anticipate problems and take decisive action, giving regard to the impact on both the customer/partner and the company. Manage expectations and conflict in a professional manner.
4. Manage and communicate escalated customer support issues.
5. Represent company at business and industry events, able to present and explain products and concepts to a wide range of audience.
6. Proven track record of leading team(s) which hit quota targets around customer retention and expansion.
7. Support Identify, implement and manage to various service tiers (SLAs)
8. Ensure appropriate curriculum and delivery of OmniByte University education for customers and partners.
Customer Success Leadership
1. An entrepreneurial spirit with the ability to “roll up your sleeves” and thrive in a dynamic high-growth company.
2. Must be a forward-thinker with a knack for innovation, process and problem-solving.
3. Demonstrable knowledge and involvement in strategic planning and execution.
4. Establish and grow relationships with key customers and deliver insights on how they can achieve their desired outcomes using our solutions.
5. Drive customer-centric initiatives to enhance the overall customer experience with inside sales and support teams, including measuring customer satisfaction, creating and enhancing feedback mechanisms, and executing service quality improvements.
6. Leverage data and analytics to gain insights into customer behavior, usage patterns, and satisfaction levels to drive impactful customer conversations.
7. Report on customer success metrics to senior management and stakeholders, providing actionable insights and recommendations.
Leadership and Team Building
1. Identify, obtain, and direct resources necessary to accomplish goals and objectives including developing and maintaining an appropriate organizational structure which supports the short and long-term business needs.
2. Recruit, mentor, and lead a high-performing customer success team who are collaborative, inclusive, and respectful of each other with a customer-centric team culture which values continuous learning and improvement.
3. Reinforce positive team dynamics by being a strong, effective communicator with confidence.
4. Provide continuous feedback, address underperformance, and recognize the individual strengths and contributions of team members; actively listen and respond; lead by example; and motivate, inspire, and drive the team with a continual focus on the customer experience.
5. Hold regular one on one meetings with CX team to ensure general communication, timely achievement of quarterly and annual strategic initiatives, and provide feedback and recognition to team members on performance and their contributions to the company.
6. Communicate the department strategic plan to team members and hold individuals accountable for success metrics.
7. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education and/or Experience
1. Education: Bachelor’s degree in Business, Marketing, Communications B2B eCommerce, or a related field. A combination of relevant experience would also be considered.
2. 10-12 years’ prior experience in a customer success leadership role in an enterprise software company, preferably Software as a Service (SaaS) or high-growth tech environment.
3. Demonstrated success in building and scaling customer success programs, with a track record of driving measurable results.
4. Experience in the full customer life cycle – Sales, Training, Onboarding, Ongoing Customer Support and Success.
5. Experience managing KPIs such as NPS, CSAT, churn, and CLTV.
6. Ability to build and lead high-performing teams with a global footprint.
7. Experience in navigating and scaling tech teams in a fast-paced environment.
Working Conditions / Physical Requirements
Please send Resume and Cover Letter to careers@omnibyte.com .
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