Manager, Customer & Dealer Success

Digital Control Incorporated; Kent (WA); On-site; USD 132,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Quarterly bonuses

Professional development

401k match

PTO

Parental leave

Payroll tax coverage for family leave

Annual holidays + floating holiday

Winter break

Job summary

Digital Control Incorporated (DCI) is the world’s leading supplier of underground locating and steering products for HDD. The Customer & Dealer Success Manager role leads and scales our customer support function, aligning with product teams and dealer networks to deliver exceptional customer experiences around the clock.

This hands-on leader will build scalable processes, manage 24/7/365 operations, and drive continuous improvement across support, CRM systems, and knowledge bases while

Qualifications

• Bachelor's degree in Business, Operations, or related field.
• 5+ years of experience in customer support, customer success, or service operations.
• 2+ years in a leadership or management role.
• Experience with CRM and support tools (e.g., Salesforce, Zendesk).
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Willingness to occasionally travel to support field operations and customer engagements.

Responsibilities

• Lead, mentor, and develop the customer support team to provide world-class service to our customers.
• Establish performance expectations, KPIs, and ongoing training programs.
• Foster a customer-first culture focused on responsiveness, ownership, and resolution.
• Develop thought leadership on customer service strategy.
• Ensure timely and effective resolution of customer inquiries, issues, and escalations.
• Monitor customer satisfaction metrics and implement improvement plans.
• Act as the escalation point for critical or high-impact customer issues.
• Develop and optimize support processes, workflows, and tools to improve efficiency.
• Manage ticketing systems, CRM usage, and support documentation.
• Analyze support data to identify trends, root causes, and opportunities for improvement.
• Track and report on key performance metrics.
• Support projects for lead conversion, demos, and dealer/customer relationships.
• Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements.
• Support dealer networks with training, troubleshooting, and escalation management.
• Ensure consistent support standards across all channel partners.
• Drive accountability and performance within the dealer support ecosystem.

Skills

CRM tools

Leadership

Customer support

Communication

Analytics

Travel willingness

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Job description

Digital Control Incorporated (DCI) is the world's leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide. DCI's products are valued for their durable design, ease of use and uncompromising commitment to customer service.

The Customer & Dealer Success Manager is responsible for leading and developing the customer support function to deliver exceptional customer experience. This role oversees daily support operations, drives continuous improvement, and ensures alignment between customer support and product teams. The team is available 24/7/365 for our customers which is uncommon for a company of our size. The ideal candidate is both customer-focused and operationally strong, with the ability to build scalable processes and lead high-performing teams. If you are a hands-on individual who likes the mix of a player-coach style leadership, then this role is for you!

What you'll do:

Team Leadership & Development

• Lead, mentor, and develop the customer support team to provide world-class service to our customers
• Establish performance expectations, KPIs, and ongoing training programs
• Foster a customer-first culture focused on responsiveness, ownership, and resolution
• Develop good thought leadership on customer service strategy

Customer Experience Management

• Ensure timely and effective resolution of customer inquiries, issues, and escalations
• Monitor customer satisfaction metrics and implement improvement plans
• Act as the escalation point for critical or high-impact customer issues

Operational Excellence

• Develop and optimize support processes, workflows, and tools to improve efficiency
• Manage ticketing systems, CRM usage, and support documentation
• Analyze support data to identify trends, root causes, and opportunities for improvement
• Track and report on key performance metrics

Cross-Functional Collaboration

• Support projects for lead conversion, demos, and dealer/customer relationships
• Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements

Dealer / Channel Support (if applicable)

• Support dealer networks with training, troubleshooting, and escalation management
• Ensure consistent support standards across all channel partners
• Drive accountability and performance within the dealer support ecosystem

Requirements

• Bachelor's degree in Business, Operations, or related field (or equivalent experience)
• 5+ years of experience in customer support, customer success, or service operations
• 2+ years in a leadership or management role
• Experience with CRM and support tools (e.g., Salesforce, Zendesk, etc.)
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and interpersonal skills
• Willingness to occasionally travel to support field operations and customer engagements

Preferred Experience

• Experience supporting technical products or equipment (e.g., industrial, construction, HDD, etc.)
• Experience working with dealer or distributor networks
• Background in field support, training, or product demonstrations

Benefits

• Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
• Quarterly bonuses: we all share in the success of the company
• Professional development
• 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
• 22 days PTO
• Parental leave
• Company covers 100% of payroll taxes for state family medical leave
• 11 annual paid holidays plus 1 floating holiday
• Winter break (we are closed the last week of each year)
• See more benefits information here

Compensation

• DCI is proud to offer comprehensive compensation packages including competitive base pay and discretionary quarterly profit sharing bonuses to all part-time and full-time team members. Base pay is reviewed at a minimum on an annual basis
• Pay range: $131,600 - $175,300 per year. To ensure equity, our compensation philosophy is to bring people into new roles in the range of the mid-point of that role. Factors consideredfor payinclude thelevel of skill,experience, training, external market factors, and internal value.
• Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 11% and 17%. Future bonuses could be higher or lower depending on company profits

Why DCI?

Work hard, play often... DCI employees are innovative and creative. Our open (forest-like) work environment creates free flowing conversations across all functions. We have gaming days; Lego challenges and ping pong matches to build on our creativity when one hits a roadblock. If that is not enough, our employees bring their four-legged companions (dogs) to work and can take them for a walk around the Green River trail.

DCI takes pride in caring a lot about our employees. We believe that employees should not be burdened with benefits expenses, so we provide lucrative health care plans unmatched in most other companies. We also like to eat at DCI and find any excuse to celebrate the most random holidays (Pi Day, Chocolate Ice Cream Day, etc.) We have monthly catered lunches, a fully stocked snack area,sporting tickets, wellness competitions, and most importantly a team of people who will tell you that DCI is the best place they've ever worked. This is evident by our long service team and low turnover.

We Celebrate Inclusion:

DCI is an equal opportunity employer. Employment at DCI is based solely on a person's merit and qualifications directly related to professional competence. DCI does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is DCI's policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy includes the full & complete support of the Company and all levels of leadership. Because it's just the right thing to do. We hope you think so too.