Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.

Job Overview

We are seeking a Director of Service and Success to lead our customer service, support operations and teams. You will work collaboratively across other departments such as Business Development, Quality, Manufacturing, R&D, Engineering, Field and Depot repair teams to develop and align customer support capabilities with overall business objectives.

An ideal candidate would have a strong background building and leading customer service and support teams at scale through the use of technology such as Salesforce to manage customer cases, assets, warranty and service within the defense or technology sectors.

Responsibilities

• Technology Implementation: Oversee the selection and implementation of customer service tools and systems, ensuring they meet the needs of the team and improve efficiency
• Program Build Out: Develop a sales catalogue of service and repair offerings
• Leadership: Manage, mentor, and lead customer service and representative teams. This involves hiring, training, and evaluating staff to ensure performance and job satisfaction
• Policy Development: Establish customer service policies and procedures to standardize operations and ensure consistent quality. This includes designing protocols for handling customer inquiries, complaints, and feedback
• Budget Management: Develop and manage a department budget and service pricing portfolio, ensuring cost-effective operations while investing in tools and training that enhance service delivery
• Performance: Use objectives and key results (OKRs) to monitor and evaluate the effectiveness of customer service operations. Regularly report on metrics such as trending issues, customer satisfaction scores, response times, and issue resolution rates
• Customer Advocacy: Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development
• Stakeholder Management: Build and maintain relationships with key stakeholders, including internal, maritime/ DoD industry experts, and technology partners. Communicate effectively with internal and external stakeholders to ensuring alignment and support for initiatives

Qualifications

• Bachelor's degree or equivalent experience with 10+ years leading customer support of technical or complex products
• Knowledge of customer service tools and technologies, including CRM software, help desk systems, and communication platforms. Strong preference for a background in Salesforce
• Experience developing knowledge management capabilities to organize and disseminate information, ensuring that customer service teams have access to up-to-date knowledge and resources
• Capable of providing ongoing training and development opportunities for staff to ensure they are equipped with the latest skills and knowledge.
• Strong organizational and project management skills to oversee multiple initiatives simultaneously
• Exceptional communication and presentation skills
• Ability to work effectively in a fast-paced, dynamic environment
• Occasional travel with advanced notice may be required

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.