Director of Customer Success - ATS - Military veterans preferred

Director of Customer Success - ATS

US--

Job ID: 2023-6654
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Responsibilities

Role Overview

The Director of Customer Success - Advanced Technology Solutions will provide strategic vision, leadership, and direction to a team of customer success-obsessed, collaborative, and focused professionals within our Managed Services Organization. The successful candidate will play a pivotal role in overseeing the strategic development, implementation, and optimization of managed services for IT infrastructure, Security, and Data Center teams.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Leading a team of Engineering Managers and engineers to manage day two support delivery functions for IT Infrastructure and Data Center groups.
• Develop and execute a strategic vision for managed services, infrastructure, and security, aligning with overall organizational goals.
• Provide leadership and guidance to cross-functional teams to ensure the successful implementation and management of DevOps practices.
• Lead the establishment and optimization of DevOps methodologies across the organization.
• Drive the adoption of automation, continuous integration, and continuous delivery practices to enhance operational efficiency and software delivery.
• Establish, track, and report on Key Performance Indicators supporting the delivery of operational excellence.
• Fostering a sense of purpose within the team, developing short and long-term objectives aligned with driving behaviors supporting our core values, mission, and vision.
• Continuously monitor and understand industry trends, identifying opportunities to implement new technologies and strategies that enhance the company's strategic advantage.
• Ensuring the adherence to a consistent, standardized service delivery model rooted in IT Service Management (ITSM) best practices.
• Responsible for team members' recruitment, development, and training, including performance evaluations and career path planning.
• Mentoring and coaching the team in service delivery and people management, fostering an atmosphere of accountability and customer service excellence.
• Contribute to developing and managing an annual departmental budget consistent with short- and long-term business goals.

Additional job responsibilities include, but are not limited to:

• After-hour team support in support of customer escalations.
• Other duties as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• 10+ Years experience in the IT industry with a focus on Service Delivery.
• Proven experience in successfully implementing and optimizing DevOps practices.
• Strong understanding of DevOps methodologies, automation tools, and CI/CD pipelines.
• In-depth knowledge of infrastructure technologies, cloud platforms, and security best practices.
• Experience in forecasting, budgeting, and managing P&L responsibilities.
• At least five years of Management experience with prior experience in managing technical people and knowing how to hire, train, motivate, coach, develop and mentor them.
• A university degree in Business or Technology, preferred
• Strategic planning and management expertise
• Strong working knowledge of ITIL/ITSM principles and best practices
• Demonstrated success in building teams and optimizing workforce management
• Strong communication skills (written and verbal), interpersonal and presentation skills
• Demonstrated ability to seek out and act upon opportunities for service improvement
• A self-starter and action-oriented mentality

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans

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