Director - Client Services - DoubleHorn Communications - Austin

Job description
Position Summary
We are currently searching for a Director level candidate in the areas of Client Services and Service Operations. Areas of responsibility consists of both hands-on individual accountability and full accountability through managing others performance. Major focus areas are: delivering great experiences to new and existing customer lifecycles, identifying sales growth opportunities, contract management, on-boarding, process improvement, team building, support escalations, project management, content management and execution of different managed services business models.

Responsibilities
Revenue and Product Development
Increasing revenue of client base by segmentation, value-added solutions, and strategic partnerships
Acting as advocate for customer when working with engineering and operations Team members
Contributing to pre-sales solutions and post-sales implementation efforts


Customer Relationship Management
Visiting and listening to clients needs and quickly providing solutions
Working diligently to on-board technology partners and customers
Conducting productive customer feedback process to improve operations, product and Team development
Establishing KPI’s and operational metrics for managing the development of support and sales organization

Service and Support Operations
Contributing to management and improvement of service delivery flow and customer communication channels
Stakeholder in escalation path with daily hands-on responsibilities across service and support organization
Establishing and enforcing KPI’s and operational metrics for managing service and support organization
Delivering performance and development reviews to Team members and managing staff accordingly

Desired Skills and Experience
Required
Must have significant experience interfacing with Enterprise technically inclined customers/end-users
Ability and willingness to travel (up to 50%)
Advanced educational background with relevant degree(s)
Experience managing different types of customers and escalations (high-level multi tasking)
Experience with Hosted IT (Cloud, SaaS, IaaS) and Managed Services products and deployments
Experience using CRM and Project Management software for organizational performance
Previous client facing management position within b2b services provider organization
Proven management experience within small cross-functional teams
Proven effective communication techniques and presentation skills
Proven exceptional written and verbal skills
Previous technical proficiency with business and web apps including; TT case management, email clients, excel, PPT
Experience with Internet Protocol (IP) services and managed IT services as they pertain to business end-users

Preferred
Experience with Agile and Scrum development process
ITIL and Project Management accreditations

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