Director, Technical Success Management

C1; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company as the Director of Technical Success Management, where you will lead a dynamic team dedicated to ensuring customer success. This role focuses on maximizing retention and driving organic growth through exceptional leadership and strategic planning. You'll collaborate with senior leadership to enhance customer experiences and foster a culture of innovation. If you are passionate about technology and customer success, this is the perfect opportunity to make a significant impact in an industry-leading organization.

Qualifications

• 10+ years of management experience in technology or business.
• Strong ability to inspire and motivate teams towards a shared vision.

Responsibilities

• Lead a team to ensure customer technology and business objectives are met.
• Develop strategies that drive customer satisfaction and loyalty.

Skills

Leadership Skills

Analytical Skills

Strategic Planning

Influencing Skills

Negotiation Skills

Business Acumen

Education

Bachelor's degree in Computer Science

Equivalent Experience

Job description

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

Summary

The Director, Technical Success Management (TSM) is responsible for leading a team focused on ensuring customers achieve technology and business objectives. Key success factors include maximizing customer retention and the generation of organic growth opportunities. This leader possesses strong P&L skills and the ability to manage in an organization with multiple multimillion-dollar revenue streams across services and products. The Director, Technical Success Management (TSM) will help deliver exceptional experiences to customers while enforcing the C1 values of Be Human, Be Bold, and Be One. This strategic leader possesses a passion for customer success and drives organic growth and retention.

Responsibilities

Essential Functions

• Provides direction on technical contributions, product architecture, and best practices
• Supports C1's cross-functional initiatives to enhance customer experience and drive revenue growth while fostering a customer-centric culture throughout the organization
• Develops and implements a technical account success strategy that drives customer satisfaction and loyalty. Identifies and measures key customer success metrics, including retention, renewal, and organic expansion
• Utilizes KPI and metrics-driven approach to Technical Success Manager program to proactively enhance C1's globally leveraged delivery model
• Collaborates with senior leadership to communicate the C1 strategy, its impact on customers' business outcomes, and the importance of collaboration from sales, service delivery, lifecycle services, and customer renewals
• Works with decision makers to drive Business-Aligned IT Strategy. Elevates the conversation from the What and the How to the Why that drives differentiated customer value
• Provides inspirational leadership to a multidisciplinary team, fostering a collaborative and innovative work environment
• Recruits, nurtures, and mentors a diverse team of professionals, focusing on innovation, enablement, and growth

Required Competencies and Key Behaviors

Building Relationships

• Establishes and maintains support from key stakeholders in the business unit to identify, then achieve, objectives, values and outcomes
• Builds formal and informal professional networks, and extends these networks within and beyond business boundaries

Business Acumen and Knowledge of the Organization

• Solicits information on the organization’s direction, goals and strategy to determine how business initiatives can best add value to the organization
• Promotes decisions and recommendations on behalf of the business that are clearly linked to the organization’s strategy and financial goals
• Resolves cross-business issues in a context-driven manner

Influencing Others

• Communicates business goals, objectives and priorities in a persuasive manner that builds support, agreement or commitment
• Takes actions that directly or indirectly influence others to create support, gain trust and motivate actions in others or win concessions persuasively

Strategic Planning and Thinking

• Develops business plans that meet the architecture/technology needs of the organization
• Considers the organization’s priorities, strategies, and goals, emerging technologies, industry trends, and economic viability

Results Orientation

• Engages business management in resolving trade-offs of time, cost, quality, risk and schedule constraints
• Ensures that goals are achieved
• Supports the swift resolution of issues and problems among teams
• Takes calculated risks to achieve results

Qualifications

Required Qualifications

• Bachelor’s degree in the field of computer science, business administration, or equivalent experience
• 10+ years of management experience
• Exceptional leadership skills with the ability to develop and communicate the business vision and inspire and motivate staff
• Effective influencing and negotiation skills in an environment that may not be in direct control of this role
• Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
• Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units
• Understanding current and emerging technologies and how other enterprises employ them to drive their business
• Excellent verbal and written communication skills, including the ability to explain IT concepts and technologies to business leaders