Director of Customer Relations
Job description
CIQ OVERVIEW
CIQ believes in helping people do great things. We do this by building strong communities for open-source software, innovating software infrastructure, and building the next generation of performance computing. Our software stack consists of Rocky Linux the CentOS replacement, Apptainer the container solution of choice for HPC, Warewulf a provisioning and cluster management solution, and Fuzzball our next-generation performance computing platform that is a multi-cloud, multi-site, multi-cluster, and multi-node.
If you are interested in an environment built on ownership, diversity of thought, and pushing the limits of what is possible, then we would be interested in you.
POSITION SUMMARY
As Director of Customer Relations, you will manage and lead the activities of running and improving the organization’s customer service. You will be vital in ensuring the optimization of the customer experience that the organization provides, as well as maximizing the resources available to the department. You will be responsible for designing customer service improvement plans, managing departmental budgets, overseeing customer service improvement processes, and creating comprehensive training programs for customer service employees. Additional responsibilities include but are not limited to:
- Overseeing customer service performance metrics and reporting pertinent information to other upper-level managers.
- Managing the execution of professional services and building services for sales to convert customers.
- Collaborating with cross-functional teams to build out professional services and.
- Understanding the competitive landscape and driving initiatives to support our customers.
- Providing ongoing analysis and action plans. Connecting the short-term goals to the long-term vision.
- Creating and implementing processes and tools for customer service.
- Analyzing data and utilizing customer data to inform decision-making.
- Participating in Warewulf and Apptainer slacks and community meetings.
- Participating in Warewulf and Apptainer development.
- Contributing to content creation with articles and blogs.
- Attending industry-related conferences.
- Participating in CIQ’s weekly webinar series.
Job requirements
NEEDED TO SUCCEED
Successful candidates will have strong creative problem-solving skills to develop long-term strategic plans that deliver exceptional customer experiences. The ability to review and understand prospective customer solutions and their architecture. Excellent business acumen and strategic thinking. Strong analytical and data-driven decision-making skills, with experience in interpreting customer data and metrics to drive improvements. Exceptional interpersonal skills in communicating with internal and external stakeholders. Curiosity that drives you to ask questions, dig in, and explore. Proficiency in customer support technologies such as Atlassian’s Jira Service Desk. Familiarity with cloud marketplace platforms and image offering support. Knowledge of relevant software applications and tools for customer support enhancement. The ability to analyze cloud marketplace trends and translate them into customer support strategies. Great project management skills to manage multiple initiatives simultaneously. Exceptional leadership and team-building skills, with a demonstrated ability to inspire and motivate teams to achieve excellence. The ability to work independently and collaboratively in a remote environment. A friendly, collaborative, humble, honest, and always striving to be better attitude.
EDUCATION AND EXPERIENCE
Bachelor's degree in Business, Management, Psychology, or a related field; a Master's degree is a plus. 5+ years of experience in customer relations, customer support, or a related field. At least 5+ years in a leadership or management role. Experience leading teams through transitions. Proven track record of driving customer satisfaction and loyalty through innovative strategies and process improvements. Experience with Jira service desk helpdesk, including async email and sync zoom external collaboration.