Senior Director - Customer Success Strategy & Experience Excellence at blithequark

Transforming Customer Experience: Join blithequark as a Senior Director - Customer Success Strategy

At blithequark, we're not just a company; we're a global human network that thrives on connection, innovation, and a relentless pursuit of excellence. We're the architects of a world where technology and communications converge to create a more connected, more vibrant future. As a leader in our industry, we're committed to anticipating the needs of our customers, fostering a culture of listening and learning, and striving to make a meaningful impact on the communities we serve.

We're on the lookout for a visionary Senior Director - Customer Success Strategy to spearhead our mission to deliver a best-in-class, customer-centric sales and service experience. This role is a unique opportunity to shape the future of our Customer Success channels, drive business growth, and elevate the customer experience across all touchpoints.

About the Role

The Senior Director - Customer Success Strategy will be the driving force behind developing and executing a comprehensive sales and service delivery strategy that puts our customers and employees at the forefront. This involves understanding their needs, anticipating their support requirements, and translating their engagement into tangible business value. The ideal candidate will be a strategic thinker, a collaborative leader, and a customer-centric innovator who can navigate the complexities of our business and drive transformational change.

Key Responsibilities

• Develop and execute a long-term strategic plan (3-5 years) for the Customer Success channel, focusing on enhancing premium quality of service, driving sales and revenue growth, and optimizing operational efficiency.
• Unify the holistic Customer Success strategy with key initiatives such as Service, E2E Case Management, Premium Experience, Accelerate AI, Partner Evolution, and Operational Excellence.
• Collaborate with senior leaders across blithequark to ensure alignment of the Customer Success strategic plan with the broader business roadmap and operating model.
• Provide thought leadership, innovation, and insights through internal and external research, benchmarking, and analysis to inform strategic decisions.
• Lead analysis and solution development for key business challenges to unlock new growth opportunities, enhance value, and improve efficiency.
• Communicate strategic updates and insights to executive leaders, including SVPs, VPs, and other key stakeholders.
• Lead a high-performing team of problem solvers across various disciplines, fostering a culture of collaboration, innovation, and customer-centricity.
• Partner with cross-functional teams, including Operations, Marketing, Finance, and HR, to drive strategic initiatives and achieve business objectives.
• Develop and maintain a deep understanding of customer needs, market trends, and industry best practices to inform strategic planning and decision-making.

Ideal Qualities and Qualifications

We're looking for a candidate who embodies the qualities of a fearless innovator, a passionate problem-solver, and a strategic leader. If you're someone who can think creatively, act tactically, and drive transformational change, we want to hear from you.

Essential Qualifications:

• Bachelor's degree (Masters preferred) or equivalent senior-level work experience.
• Proven track record in strategic planning, operational experience, and large-scale project management.
• Ability to work cross-functionally, develop complex strategic initiatives, and transition them to operations for execution.
• Strong analytical, critical thinking, and problem-solving skills, with applied commercial and financial acumen.
• Excellent managerial, communication, and interpersonal skills, with the ability to influence and engage all levels of the organization.

Preferred Qualifications:

• Knowledge of sales and service-related call center operations.
• Experience in the wireless industry or a related field.
• A track record of driving innovation, customer-centricity, and business growth in a complex, dynamic environment.

What We Offer

At blithequark, we're committed to fostering a culture of inclusivity, diversity, and belonging. We offer a comprehensive benefits package that includes health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance. Our award-winning total rewards package is designed to support your career growth and well-being.

Compensation: The compensation range for this position is between $192,000.00 and $357,000.00 annually, based on a full-time schedule. The salary will vary depending on your location, skills, and experience.

Our Work Environment

This is a hybrid role that combines the benefits of working from home with the collaboration and innovation that comes from working in an office environment. You'll have a defined work location that includes a minimum of eight assigned office days per month, set by your manager.

Why Join blithequark?

By joining blithequark, you'll become part of a dynamic, global organization that's shaping the future of technology and communications. You'll have the opportunity to drive business growth, innovate customer experiences, and develop your skills and expertise in a collaborative, inclusive environment. If you're passionate about making a difference and living the #NetworkLife, we encourage you to apply for this exciting opportunity.

Equal Employment Opportunity: blithequark is proud to be an equal opportunity employer, celebrating our employees' differences and fostering a culture of inclusivity and belonging.

If you're ready to transform customer experience and drive business success, we invite you to apply for the Senior Director - Customer Success Strategy role at blithequark. Join our team and be part of shaping the future of our industry.