Director of Customer Success

USA – Remote

Join the RHONDOS team and future-proofyour value in tech! We manage to sit right at the intersection of big data, real-time analytics, cyber security, business optimization, DevOps, cloud migration, artificial intelligence, and machine learning... all the things you find interesting and are looking to master.

How could RHONDOS be involved in such an impressive number of buzzwords, you ask?

The answer is simple: we are the only company in North America pulling any dataset from SAP (the world’s leading ERP solution with 87% market share) and dropping it into any big data platform: Splunk, Devo, Elastic, ServiceNOW, Grafana, DataDog, Honeycomb… the list goes on! In working with these world class solutions, our employees are gaining hands-on experience in a multitude of technologies that will be critical for generations to come.

Our mission is to help Fortune 500 companies solve some of the most challenging problems their businesses face, especially the ones they didn’t know existed. RHONDOS is uniquely positioned to become the premier Splunk Implementation Partner in North America, and you have a chance in get in on the ground floor. Like you, we love a challenge, are ready to learn and grow, and don’t mind having fun while we do!

Responsibilities:

RHONDOS is seeking a full-time Director of Customer Success to manage the Technology Service & Support organization. This position may require travel between 10% - 25% of the time in support of key business opportunities. Your responsibilities will include:

• Managing key relationships at Strategic, Enterprise, and Mid-Market customers and their successful adoption of the technology.
• Leading the overall vision and strategic plan for the Technology Service & Support organization, focusing on driving product adoption, leading a positive customer experience, and improving growth through gross renewals and net retention improvements.
• Ensuring that customers are actively engaged and realizing ROI from their investment in RHONDOS solutions and services.
• Influencing the SAP PowerConnect roadmap through the capture and communication of unique use cases which are broadly applicable to the market.
• Owning and optimizing the product support systems and processes that maintain our contractual service level agreements.
• Serving as a project manager and escalation path for critical customer implementations.
• Participating in cross-functional initiatives, such as designing implementation programs for strategic customers, standing up a CS/Sales qualified lead engine process, etc.
• Driving the documentation and repeatability of services-led intellectual property.
• Leading and scaling a world-class team of support engineers, consultants, and specialists.
• Fostering collaboration within the RHONDOS team and across customers/partners in a way that leans into our core value of positive reciprocity

Perks:

• Competitive base pay ($135K - $165K) offered to match your level of expertise
• Attainable and attractive bonus structures (20%) so that YOU win when WE win
• 401K, generous PTO, and 100% employer-paid Health Benefits & Life Insurance
• Talented, passionate coworkers who recognize that success is a function of tight-knit teamwork
• Beautiful office space along the Columbia River in Washougal, WA where we convene regularly to feed off one another’s positive energy
• Fast-paced, nimble start-up environment that rewards intellectual curiosity, attention to detail, and a ‘go-getter’ attitude
• Company culture that prioritizes health, family, and growth, with a willingness to invest in our employees so that they have the training, support, and work/life balance to lead a successful and fulfilling life

Minimum Requirements:

• Prior management or ‘team lead’ experience for a customer or partner in the SAP application ecosystem, organizing/working with technical resources toward a mutual implementation goal
• Strong leadership presence, with communication and interpersonal skills that inspire and motivate individual contributors and cross-functional teams
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Track record of driving software adoption and best practices that lead to upsell opportunities
• Natural strengths in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
• Flexibility in response to evolving business priorities and managing ambiguity in operations
• Experience successfully working and communicating with senior (C-level) executives
• Willing and able to address escalated client issues with speed and urgency
• Comfortable in a fast-paced and ever-changing work environment. Start-up experience a plus!

Front-of-the-Line Qualifications:

• Experience implementing PowerConnect for Splunk projects or other APM solutions for SAP
• 5-10 years of experience leading customer success managers, account managers, or pre-sales technical teams.
• Certifications in PMP, Agile, and/or Lean Six Sigma methodologies
• Significant real-world experience deploying, administering, or monitoring SAP applications
• Industry Specific Business Knowledge: Retail, Manufacturing, Utilities, High Tech, Pharma

Additional Notes:

RHONDOS is an equal opportunity employer looking for top performers. Preference will be given to candidates with educational background in Computer Science, Information Technology, Mathematics, Engineering, or Public Speaking.

Job Type: Full-time

Pay: $135,000.00 - $165,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Work from home

Schedule:

• Day shift

Supplemental pay types:

• Bonus pay

Experience:

• SAP: 5 years (Required)
• Management Experience at a technology company: 2 years (Required)

Work Location: Remote

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