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Director of Customer Success: Support and Professional Services

Customer Success | Tampa, FL | Full Time

Job Description

OPSWAT is a global leader in critical infrastructure cybersecurity that helps protect the world’s mission-critical organizations from malware and zero-day attacks. To minimize the risk of compromise, OPSWAT CIP solutions enable both public and private organizations to implement processes that ensure the secure transfer of files and devices to and from critical networks. In total, 98% of U.S. nuclear power facilities and more than 1,400 organizations worldwide spanning Financial Services, Defense, Manufacturing, Energy, Aerospace, Transportation Systems trust OPSWAT to secure their files and devices; ensure compliance with industry and government-driven policies and regulations, and to protect their reputations, finances, employees and relationships from cyber-driven disruption. For more information, visit and follow @opswat on social media.

The Position

You will lead the Customer Success Support and Professional Services teams working in our Tampa office and coordinate with teams in our global offices to provide consistent, customer-focused strategies, tactics, and processes that result in great customer experience. Reporting to the Vice President of Customer Success, the Director of Customer Success also works closely with internal and external stakeholders to ensure appropriate objectives and priorities are enabled within the support team, including high visibility of the customer experience.   The candidate must be located in Tampa Bay.

What You Will Be Doing

  • Managing the KPIs, priorities, and day-to-day activities of the Support and Professional Services teams in Tampa
  • Developing and achieving Support goals and objectives that align with the corporate vision
  • Serving as an escalation point for customers that are not satisfied with their OPSWAT experience
  • Coordinating with colleagues in global offices to facilitate a smooth and consistent 24x7 customer support experience
  • Designing and executing improved support processes and communication channels
  • Ensuring targeted service and performance standards are achieved or exceeded
  • Analyzing customer experience patterns and trends and providing data-driven feedback to the executive management team and key organization stakeholders
  • Determining overall customer satisfaction levels and identifying ways improve those levels
  • Improving department hiring and on-boarding practices
  • Coordinating cross-department initiatives designed to optimize customer service and improve customer satisfaction
  • Establishing and managing communication channels within and among departments including coordination of cross-departmental initiatives designed to optimize customer service and improve customer satisfaction

What We Need From You

  • Bachelor's degree; Computer Science degree preferred
  • 5 years of B2B support experience on enterprise software, preferably in the cybersecurity space
  • A self-motivator who thrives in a growing and unpredictable environment
  • Ability to develop clear action plans and drive processes with numerous interdependencies
  • Strong verbal and written communication skills
  • A successful track record of working effectively at all levels within the organization
  • Strong problem-solving skills, analytical capabilities, and collaboration skills
  • Meeting management and group process facilitation skills are required
  • An interest in developing subject matter expertise with OPSWAT products

To apply for this position, please send your resume and cover letter to us via JobScore. Special consideration will be given to candidates whose cover letter indicates that they have viewed our website.  Please, no drop-ins, calls or faxes.