Manager, Customer & Dealer Success
Digital Control Incorporated · Kent, WA · 2 wk ago
HybridManagement$132k–$175k/yrFull-time
What You'll Do
- Team Leadership & Development
- Mentor, and develop the customer support team to provide world-class service to our customers
- Establish performance expectations, KPIs, and ongoing training programs
- Foster a customer-first culture focused on responsiveness, ownership, and resolution
- Develop good thought leadership on customer service strategy
- Customer Experience Management
- Ensure timely and effective resolution of customer inquiries, issues, and escalations
- Monitor customer satisfaction metrics and implement improvement plans
- Analyze support data to identify trends, root causes, and opportunities for improvement
- Track and report on key performance metrics
- Operational Excellence
- Develop and optimize support processes, workflows, and tools to improve efficiency
- Manage ticketing systems, CRM usage, and support documentation
- Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements
- Cross-Functional Collaboration
- Support projects for lead conversion, demos, and dealer/customer relationships
- Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements
- Drive accountability and performance within the dealer support ecosystem
Requirements
- Bachelor's degree in Business, Operations, or related field (or equivalent experience)
- 5+ years of experience in customer support, customer success, or service operations
- 2+ years in a leadership or management role
- Experience with CRM and support tools (e.g., Salesforce, Zendesk, etc.)
- Strong analytical, organizational, and problem-solving skills
- Excellent communication and interpersonal skills
- Willingness to occasionally travel to support field operations and customer engagements
Preferred Experience
- Experience supporting technical products or equipment (e.g., industrial, construction, HDD, etc.)
- Experience working with dealer or distributor networks
- Background in field support, training, or product demonstrations
Benefits
- Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
- Quarterly bonuses: we all share in the success of the company
- Professional development
- 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
- Company covers 100% of payroll taxes for state family medical leave
- 11 annual paid holidays plus 1 floating holiday
- Winter break (we are closed the last week of each year)
- See more benefits information here
Compensation
- Pay range: $131,600 - $175,300 per year
- To ensure equity, our compensation philosophy is to bring people into new roles in the range of the mid-point of that role.
- Factors considered for pay include the level of skill, experience, training, external market factors, and internal value.
- Profit sharing bonus: Over the last 3 years, quarterly bonuses ranged between 11% and 17%. Future bonuses could be higher or lower depending on company profits