Job description
Opengear designs and manufactures products for data center and remote site management. We are a rapidly growing supplier of sophisticated data center, network and remote site management products. Our customers include tech unicorns and Fortune 100 companies. We are the leading supplier of out-of-band solutions for IT infrastructure management and are actively exploring new solutions for hyper-scale data center deployment and management. We are a global company with offices in Brisbane – Australia, Sandy – Utah and Edison – NJ.
Location: Sandy, UT or could potentially be remote for the right person
Position
Opengear is the pioneer in Smart Out of Band networking and the market leader in secure remote access to connected IT networking resources with a reputation for best in class technical support. With rapid growth in the business, we need to scale our Technical Support and Customer Success organization. This role will drive strategy and execution of Opengear Technical Support and Customer Success program to ensure that Opengear delivers an industry leading, competitor differentiated technical support experience that contributes to the success of our customers. Ensure that these programs and service delivery model drive incremental Net Promoter Score improvement and ARR growth.
What We Offer
This role will drive strategy and execution of Opengear Technical Support and Customer Success program to ensure that Opengear delivers an industry leading, competitor differentiated technical support experience that contributes to the success of our customers.
What You Will Do
- Drive a customer centric strategy that creates and aligns customer experience with Opengear’s roadmap, revenue growth, and customer satisfaction and loyalty.
- Communicate, evangelize, and engage stakeholders across the organization to deliver an industry leading customer experience.
- Collaborate across the organization to solve specific customer experience challenges, prioritizing actions, enlisting commitment to solve, and holding teams accountable.
- Ensure that our technical support processes invite customer engagement, with processes and technology perceived as easy to initiate and engage with Opengear and effective at solving customer problems in a reactive and proactive manner.
- Facilitate an easy to use, effective self-service platform that allows customers the ability to independently solve their technical challenges.
- Create an environment of commitment to customer success, high engagement, continuous improvement and continuous staff development.
- Responsible for recruitment, mentoring, development and creating a customer-focused environment within the team. Sets challenging targets and objectives to the team and ensures understanding to create accountability to achieve highest levels of support.
- Responsible for identifying training and when appropriate delivering training to ensure CSM's have the correct tools to attain customer satisfaction.
- Drive business impact by monitoring lead and lag metrics of success, defining and implementing continuous improvement programs including define and manage SLAs as well as measuring / managing cost of service delivery.
- Exhibit strong communication, presentation and listening skills to ensure company-wide collaboration and engagement in technical support strategy and customer success.
- Travel – 20% or less
Who You Are and What You Bring
- Relentless drive to continuously improve customer experience, proactively address root cause issues that detract from customer satisfaction and loyalty and ability to lead improvement initiatives across the organization.
- Proven ability to develop a management culture that effectively attracts, retains, and develops staff.
- Ability to identify and manage the details, while maintaining a larger view of overall objectives and strategy.
- Demonstrated success in the development and implementation of customer experience strategy.
- Prior success at delivering excellent customer experience with a talented and skilled technical team that receives high marks from customer in satisfaction and loyalty surveys.
- 15+ years of career experience in technology roles, with at least 7+ years in management/leadership role and 5+ years supporting customer products and solutions.
- Degree in Computer Networking, Engineering, Computer Science or related field
- Knowledge of various networking LAN/WAN principals, topologies and protocols
- Wireless expertise, especially in cellular
- Experience of security protocols like, 802.1X, SSL, IPSec and Open VPN
- Knowledge and experience with serial and IP for Out of Band networking
Opengear a Digi Company offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
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