Director Customer Success

We are seeking an innovative, creative, and experienced Director Customer Succeswho is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. ST Engineering iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of internet, satellite, and telecommunications professionals continues to break new ground and create significant opportunities for network operators, for service providers/resellers, and for corporate networking professionals.

The Director Customer Success directs CS managers and employees in the successful delivery of customer support services to an array of global service providers and network operators utilizing STE iDirect technology. Identifies, tracks, and analyzes organization metrics. Manages technical escalations, when required, and communicates critical customer issues to all responsible persons. Provides other departments with customer and product information in an effort to continually improve product and services quality to the customer. Directs CS resource allocation efforts and resolves related issues. Provides performance feedback to managers and employees. Leads employee hiring and termination activities. Provides input to, implements, and manages budget to insure effective use of iDirect resources.

• Effectively manage global technical support center and operational staff
• Provide
  • Necessary escalation path to ensure Engineering availability in service restoration activities and critical escalations
  • Input into and implements CS strategic plan providing effective technical support to iDirect customers
  • Input to, implements, and manages regional budget to insure effective use of iDirect resources
• Set regional goals and objectives in line with iDirect objectives
• Champion and lead regional operational initiatives to improve quality of support, reduce related cost, and implement industry best practices
• Take steps to ensure adequacy and reliability of tools and systems to measure employee productivity
• Develop and implement
  • Staffing and hiring plan, interviewing as needed
  • Talent retention and employee development plans
• Maintain and enhance processes and procedures to ensure key measurement metrics are achieved
• Ensure adherence to ISO/TL9000 concepts and practices
• As requested, represent Customer Success at various Company functions and participates in cross-functional initiatives
• Work
  • Closely with direct reports to ensure consistency in management practices and behaviors
  • Off-hours and weekends as needed to assist in resolving high priority issues
• Primarily communicate with direct reports and all levels of iDirect management team
• Execute job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
• Perform other duties as assigned

• Hold a bachelor’s degree (B.S.) from accredited four year college or university in Computer Science, Mathematics, Engineering
• Possess
  • 15+ years experience working in a 24x7x365 multi shift environment (Main focus = fault isolation and problem resolution via phone, email or chat for a global customer base) or equivalent combination of education and experience
  • 7+ years experience of managing employees in 24x7x365 multi shift environment (Main focus = fault isolation and problem resolution via phone, email or chat for a global customer base) or equivalent experience
  • 5+ years experience working with departmental budgets and handling related paperwork or equivalent experience
• Are experienced in
  • The support of VSAT installations
  • Complex troubleshooting
• Have
  • Network design/management expertise
  • Working knowledge of IP Routing and Linux
  • Proven program/project management skills
  • Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR
• Possess
  • Strong customer facing skills
  • Effective oral and written communication skills
• Are able to multitask and effectively manage time
• Can work off-hours and weekends as needed

Once on board you will:

• Be part of our Customer Succes team based in our European headquarters in Sint-Niklaas (Belgium)
• Be part of a multi-cultural team environment designed to solve problems
• Be able to tailor our competitive compensation package to your specific transportation desires
• Join an innovation and people driven high-tech industry leader
• Be a member of a passionate global family that values openness and a can-do mentality
• Take pride in enabling internet connectivity to the world (from schoolchildren in remote areas to in-flight Wi-Fi)