Director of Customer Experience

About Everactive
Everactive brings self-powered intelligence to the physical world. Operating without batteries, the company’s always-on wireless sensors deliver continuous cloud-based analytics at a scale not possible with battery-powered devices. This technology allows for low cost, long-lived, and intelligent instrumentation of industrial operations that have previously been too expensive or dangerous to connect into the Industrial Internet.
Job Description

As leader of Everactive’s Customer Experience organization, you will be responsible for the overall service management and service delivery of our SaaS-based monitoring solutions. This position is both strategic and operational, managing both internal and customer-facing processes to ensure that our customers achieve the full value proposition from our products. Success in this position requires a relentless focus on execution, the ability to establish and track measurable outcomes, and collaborate with product and business management teams to clearly articulate customer needs.

Specific Job Requirements

• Grow and provide leadership to the Field Operations, Applications Engineering, Service Operations, and Technical Customer Support teams
• Build and maintain monitoring and alerting processes and procedures to ensure alerts are generated and that problems are addressed before impacting customers
• Develop process and methods to help scale our service delivery while achieving an excellent customer experience
• Coordinate closely with Sales and Customer Success in support of service renewals and expansion activities
• Maintain a customer communication system including support tickets, troubleshooting, FAQs, customer satisfaction surveys, etc.
• Identify customer needs and articulate new feature requests to Product Management and Development teams
• Regular travel is required (approx. 25%)

Desired Qualifications

We are looking for a confident leader with an ability to build organizations, empower teams, set and achieve targets, and manage the performance and career growth of their team members. To succeed in this role, you must be organized enjoy balancing multiple priorities in a face-paced environment. Experience using data analysis to supervise key organization metrics and drive continuous improvement efforts is a strong plus.

A strong candidate will have 8+ years’ experience leading service operations teams, possess excellent interpersonal skills, as well as be able to think and communicate creatively. Prior success in defining and operating processes for customer support, including the management of remote networks, is highly desirable. If you love solving problems and have a bias toward action, this job is for you!

What if you don't have a technical understanding of full-stack IoT solutions or experience supporting SaaS products? While these will be useful, they can also be acquired on the job with the support of our outstanding team.

About our Values

Successful Everactive employees routinely exhibit our four core values:

• Pioneering ideas: to revolutionize computing, we look for the best ideas without being constrained by existing approaches. This clean slate, first principles approach expands our creative scope and helps us lead development of the next generation IIoT with field-changing technology.
• Rigorous, honest thinking: we approach all of our endeavors with intellectual honesty and rigor. This honesty leads us to careful self-evaluation - identifying and admitting what we do not know – and to making hard decisions when we believe they are right.
• Live well, work well: we believe that there are many things in life that are more important than work and that a fulfilling life outside of work makes it easier to do excellent work when you are focusing on the work part of life. Likewise, working well makes life more fulfilling.
• One Team: We are a team of diverse individuals aligned by a common vision of the future of computing. We are strongest when we respect and embrace our differences. This requires that we share our thoughts, ask questions, and candidly provide feedback and encouragement to others. We are passionately committed to inclusion across race, gender, age, beliefs, identity, orientation, and life experiences that make us unique. Our diversity drives our greatest achievements.

Everactive is an Equal Opportunity Employer

We are committed to recruit, hire, and develop an exceptional team of individuals aligned by a common vision of the future of computing. We recognize that our team is strongest when we respect and embrace differences while cultivating a culture of inclusion across race, gender, age, religion, identity, beliefs, and life experiences that make us unique. Our diversity is what drives our greatest achievements.