Director, Customer Success (R3657)
Shield AI
What You'll Do:
- Lead and scale a Fleet Support team consisting of ground technicians, fleet support specialists, and maintenance experts.
- Oversee the customer feedback lifecycle, including intake, triage, resolution tracking, and closed-loop communication.
- Manage and optimize the trouble ticket system, ensuring that issues are correctly routed, escalated, and resolved in coordination with engineering and sustainment teams.
- Design and implement user-friendly customer interfaces (support portals, knowledge bases, live support channels) to ensure delightful, responsive customer experiences.
- Develop customer engagement strategies for commercial, government, and international clients, tailored to product-specific operational contexts.
- Track and report on key support metrics (e.g., resolution time, satisfaction scores, issue trends) and provide regular insights to senior leadership.
- Build a culture of customer advocacy, ensuring that feedback influences product improvements and long-term sustainment planning.
Required Qualifications:
- 12+ years of experience in customer service, customer success, or technical support leadership roles.
- Proven ability to build and manage high-performing, customer-facing teams.
- Experience managing support ticketing systems (e.g., Zendesk, Salesforce, Jira) and knowledge management platforms.
- Strong communication and cross-functional collaboration skills, especially across engineering and product teams.
- Demonstrated success in designing or improving customer engagement platforms or tools.
Preferred Qualifications:
- Experience serving military and government customers.
- Experience serving international customers with multilingual engagement platforms.
- Familiarity with ITAR/export compliance in customer interactions.
- Background in UI/UX, human-centered design, or service design.