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Head of Customer Support/Customer Success

exostellar.io

exostellar.io

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, July 6, 2023

Exostellar, Inc.. is searching for a Head of Customer Support who will be responsible for leading and managing our customer support and customer success teams, ensuring exceptional service and satisfaction for our valued customers and partners. The ideal candidate will have a strong background in cloud technologies, Kubernetes, and high-performance computing, along with proven experience in startup environments and team growth.

Exotanium, a startup created by two professors and one graduated Ph.D. student from the Department of Computer Science at Cornell University, is a cloud resource optimization and management platform that helps enterprises reduce spending in the cloud by up to 90%, while enhancing both operational security and performance. Our company has offices in Ithaca, NY, and Santa Clara, CA, and we also offer remote positions across the United States and Canada.

Our team is passionate about maintaining our culture of diversity, and we especially encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. We’re actively working to increase the diversity of experience and perspectives on our team and believe that this creates the best possible working environment for all and maximizes innovation.

Responsibilities:

Leadership and Strategy:

  • Develop and execute the overall customer support and customer success strategy aligned with company goals and objectives.
  • Set clear goals and key performance indicators (KPIs) for the team and track progress towards achieving them.
  • Drive a customer-centric culture throughout the organization and ensure that customer satisfaction is a top priority.

Team Management and Development:

  • Build, mentor, and manage a high-performing customer support and customer success team, fostering a collaborative and inclusive work environment.
  • Define and implement efficient workflows, processes, and tools to optimize team productivity and service delivery.
  • Provide ongoing coaching, training, and professional development opportunities to team members, promoting their growth and career advancement.

Customer Support Operations:

  • Oversee all aspects of customer support operations, including ticket management, incident resolution, and technical issue escalation.
  • Ensure timely and effective response to customer inquiries, troubleshooting technical problems, and providing accurate and helpful solutions.
  • Monitor customer support metrics and performance indicators to identify areas for improvement and implement corrective actions.

Customer Success and Relationship Management:

  • Collaborate with cross-functional teams, such as sales, product, and engineering, to enhance the customer experience and drive customer success.
  • Establish and maintain strong relationships with key customers, serving as a trusted advisor and ensuring their long-term satisfaction and loyalty.
  • Proactively identify opportunities for upselling, cross-selling, and renewals, working closely with the sales team to maximize revenue growth.

Continuous Improvement and Innovation:

  • Stay up-to-date with industry trends, emerging technologies, and best practices in cloud computing, Kubernetes, and high-performance computing.
  • Recommend and implement improvements to customer support processes, tools, and systems to enhance operational efficiency and customer satisfaction.
  • Drive innovation in customer support and customer success initiatives to differentiate our services and deliver exceptional value to our clients.

Qualifications:

  • Bachelor's degree in a relevant field (Computer Science, Engineering, Business, or a related discipline). Advanced degree preferred.
  • Proven experience (8+ years) in customer support, customer success, or a related role, preferably in the cloud computing or enterprise software industry.
  • Strong knowledge and expertise in cloud technologies, Kubernetes, and high-performance computing.
  • Startup experience is highly desirable, with a track record of successfully scaling and growing customer support or customer success teams.
  • Excellent leadership and people management skills, with the ability to inspire and motivate a team towards achieving strategic goals.
  • Outstanding communication and interpersonal skills, with the ability to effectively interact with customers, stakeholders, and internal teams.
  • Analytical mindset with a data-driven approach to decision-making and problem-solving.
  • Strong customer focus and passion for delivering exceptional service and exceeding customer expectations.