Job Description: Director of Customer Experience

About goTenna

goTenna is advancing universal access to connectivity by building the world's most intelligent and scalable mobile mesh networks. goTenna is the world's leading mobile mesh networking company, providing off-grid connectivity solutions for smartphones and other devices, as well as augmenting traditional communications networks. This technology enables mobile, long-range connectivity without cell, wifi, or satellite connectivity. goTenna's drive to create resilient connectivity began during Hurricane Sandy in 2012, when approximately a third of cell towers and power stations in affected areas failed. goTenna's products are currently used by over 300 law enforcement, military, and public safety agencies worldwide. goTenna is backed by investors, including Union Square Ventures, Founders Fund, Lockheed Martin Ventures, Comcast Ventures, MentorTech Ventures, Walden Venture Capital, and ONE9.

About the Role

 

The Director  of Customer Experience is responsible for the management and success of the Customer Experience Team. This team manages the technical aspects of our company’s relationship with customers that use our products. Customers include, but are not limited to, local and national Public Safety organizations, U.S. and international military, and other federal government agencies. Your team will provide accurate technical service and support before and after the point of sale to include both onsite and virtual training, ensuring customer satisfaction throughout the customer journey.

 

As our Director of Customer Experience, you will also work closely with our Marketing, Sales, Product, and Engineering teams. For product and engineering support, you will manage and refine the process of advocating for our customers by proactively identifying issues and enabling an effective voice of the customer (VOC) program to propose product enhancements, new functionality, and new products.

 

The Director of Customer Experience will be responsible for implementing and managing strategies to optimize every interaction our customers have with the company, ensuring a seamless and positive experience across all touchpoints.

This position serves as a key senior eternal evangelist to current and prospective future goTenna customers. The role is responsible for understanding customer mission needs and effectively applying goTenna capabilities to support those mission needs.

 

This is a remote role and up to 50% travel may be required.

 

Primary Responsibilities:

  Developing internal processes, Tactics, Techniques, and Procedures, and control measures related to our organization’s ability to:

  • Manage the implementation of best practices and industry standards for customer experience management, staying abreast of emerging trends and technologies in customer service and satisfaction
  • With input from CX managers, ensures the team is optimized and meeting objectives related to post sales customer satisfaction, including but not limited to CSAT, NPS, ticket management, customer correspondence and related activities for all goTenna products and services
  • Manage and execute a comprehensive customer experience strategy that aligns with the company's goals and objectives
  • Provides regular, consistent feedback to the managers and employees on their team to support continuous improvement, ensuring the team is high performing and aligned to goTenna’s business objectives
  • Responsible for the management of direction and operations of the CX organization
  • Works with the extended leadership team to resolve challenges and improve the business, leveraging CX capabilities and resources to ensure cross-functional collaboration and success
  • Engage with customers during complex sales to provide technical expertise, conduct presentations, and demonstrations, and address technical questions or concerns
  • Supports business development activities both at an individual level and with the resources of the CX team, including RFPs, demos, trade shows, and Q&A sessions
  • Collaborates with the extended leadership team to develop training programs for internal goTenna employees suited to their role and level
  • Work cross-functionally with other departments such, but not limited to as Product Management and Engineering in order to successfully troubleshoot technical issues
  • Monitor and answer support requests relating to all goTenna products
  • Report major trends in current use cases, issues, and opportunities to the VP of Customer Experience
  • Provide regular reports to leadership on product and customer performance in order to help develop future strategies and roadmap
  • Ensure compliance with all regulatory requirements
  • Stay up to speed on the latest technological advancements in our industry as well as the latest employment criteria of our customers
  • Other duties as assigned

Required Requirements:

  • 5+ years of professional experience, preferably deploying or utilizing technology products in a Public Safety or Military organization. Some of your experience should have been related to tactical communications
  • 5+ years of management experience
  • Solid technical background with hands on experience in digital technologies
  • An ability to grasp customers’ needs and suggest timely and creative solutions
  • Exceptional organizational, presentation, and verbal + written communication skills
  • Strong analytical and problem-solving skills
  • Proven track record of developing and implementing successful customer experience strategies that drive measurable results.
  • Experience with CRM tools and ticketing systems such as Salesforce
  • A highly motivated self-starter with outstanding planning and organizational skills with the ability to work independently and communicate effectively
  • Strategic thinker with a data-driven approach to decision-making and problem-solving.
  • A tech-savvy professional, able to explain technical details and requirements to both a non-technical audience and an extremely technical audience via onsite and virtual engagements.
  • A problem-solver with a strong work ethic that can execute and provide quick and effective resolutions to our customers questions
  • Someone who is customer/service-oriented and has a passion for building strong customer relationships
  • A strategic thinker and planner that is adept at thinking outside the box and has a bias for action
  • Product evangelism and education experience, particularly for highly technical products

Preferred Experience:

  • Experience leading a team of technical support personnel
  • Bachelor’s degree or equivalent in a Business, Engineering, Defense, Homeland Security or related field
  • A passion for tactical communications and technology
  • Operational military experience
  • An active security clearance or the ability to obtain one
  • Passion for goTenna and our mission to build a distributed communication network from the ground-up!

ITAR: U.S. Citizen or Green Card Required

Placement at the appropriate job level (entry, senior, etc) will be determined by a combination of years of experience, demonstration of proficiency in this field, and other qualifications.

goTenna is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

goTenna Benefits:

  • Equity
  • 401(k) plan
  • Unlimited PTO
  • Parental Leave with Pay
  • Holiday pay (including December recess)
  • Medical, Dental, Vision and life insurance
  • Pre-tax benefits
  • Short- and Long-term disability plans
  • Professional Certification Stipend