Attention all Data Center Directors! We have been retained by the premier Texas datacenter, colocation provider with a global network to find a talented Director of Datacenter Customer Operations to be a key member of their team. Our client owns and operates purpose-built, carrier-neutral data centers, providing colocation, disaster recovery and managed services for enterprises across a variety of industries.
We are The Adkins Group a retained executive search and recruitment services firm based in Austin, Texas...Our client has retained our firm to assist in bringing on this key member of their team. We are working directly with leadership on this effort.
As Director of Datacenter Customer Operations, you will take department-level responsibility for all customer-facing operations at our client company. Customer-facing operations include customer onboarding, off-boarding, operations, support, and upselling for all products and services that we offer. In particular, as a Director, you will be responsible for developing the policies and procedures for all of these operations and implementing them throughout the department, as well as providing senior leadership in all aspects of the operations of this department.
Our client is performing with excellence today; they are looking for someone who can step in, continue to improve quality, implement new services, and develop the existing talent for additional growth.
In this role, you will:
1) Report to the COO, and work in a self-directed and proactive fashion with the sales, marketing, and infrastructure operations departments in order to achieve the overall business goals. This role requires you to be on-call 24x7 for operational and customer emergencies. You will steep yourself in all things Customer Operationsrelated with full ownership and accountability. You will make significant effort and strides in understanding our client’s core business.
2) Create KPIs that demonstrate and track to a Gold-level quality Customer Experience.
3) Build relationships w/ Managers, Team Leads, and leaders of lateral departments.
4) Improve/Enhance overall customer experience in the arenas of customer communications/notification, project management, support (both physical & over the phone), fiscal accountability, and service delivery.
5) Assess and update current as well as design new and implement policies and procedure that meet the business objectives and enable employees to perform their job duties efficiently, affectively, and with full accountability.
6) Develop and implement full customer project accounting, including estimating custom work as well as accountable workflows for customer project delivery and fiscal discipline.
7) Interact with Revenue & Sales organization in order to provide a seamless handover of customers, customer projects (both standard and custom), as well as ongoing design and implementation of new products and client services.
8) Develop, Track, and Report on core KPIs to meet business and department level objectives.
9) Channel surveys and employee feedback into positive recommendations and/or initiates to achieve positive employee workplace environment and culture.
10) Foster a collaborate and communicative relationship between teams and departments.
11) Break down communication and interpersonal barriers that prevent employees, teams, and departments.
12) Integrate w/ the overall Company budget and accounting processes.
13) Create growth path and career advancement lines of progression for advancement through the company or into other possible career opportunities in other teams/departments.
Deliver
Operate
Support
Sell
▪We would love to speak with you if you have:
--10+ years of experience with mission-critical operations and customer service in colocation, hosting, cloud, or managed services. Ideally, 24x7. You will have demonstrated the following capabilities:
--Experience assessing and updating policies and documentation w/ ITIL-level controls and ensuring employee certification cadence to set the foundation for accountability, standardization of process across employees/sites/teams, and working w/ the team/department leaders to hold employees accountable to standards.
--The ability to: enact change, analyze the performance of service-providing teams, design frameworks for operations
--Proven Director-level leadership experience. Accountability to budgets, standards, and creating budgets, standards, and policies/processes to achieve business and customer goals.
--University-level degree desired, but not required. If no 4-year degree, then let’s discuss your direct applicable experience, strengths, and achievements!