Manager/Director, Customer Experience 

Who We Are

KETOS is ushering in a new era of understanding around one of the most fundamental, critical elements of life: water. Our goal is simple: to improve water quality, safety and conservation – and enhance healthcare on a global scale.  We do this by providing the tools and insights needed to optimize water usage, ensure resource efficiency and provide water safety assurance – and by making these tools accurate, affordable and accessible.

Our blend of innovative patented hardware with an intelligent interactive software fabric provides predictive and actionable insights through data analytics. These make up the core elements of the KETOS platform – and lead to the smart water data needed for smart irrigation, industries and cities.

Job Summary/Objective

KETOS is looking for a Manager/Director, Customer Experience who will be responsible for the overall success of our Customers.  This individual will be tasked with defining the customer experience so it maximizes the customer lifetime value throughout their lifecycle. To achieve this goal, the Manager/Director will control the overall end-to-end Customer experience, creating proactive and reactive solutions and tools.

The ideal candidate is a results driven leader with experience in building and leading Customer Experience operations, thereby helping foster a company-wide culture of Customer Experience. 

Key Responsibilities

  • Develop processes across all teams including procedures, internal service level agreements and productivity and quality metrics - create company-wide Customer feedback loop.

  • Understand KETOS customers’ technical & business requirements to produce a comprehensive plan for technical architectures, deployment plans, etc.

  • Be the technical leader responsible for driving customer installations and on-boarding, Ensure that each deployment is project managed, including post-sales customer technical account management.

  • Must be able to research problems thoroughly and clearly characterize customer reported issues. Perform debugging and troubleshooting to isolate the problem and involve respective teams to get the quickest resolution.

  • Contribute to the evolution of the KETOS customer experience organization with industry best practices and tools to support improving customer experiences.

  • Operate at both a strategic and a tactical level to improve outcomes, customer satisfaction, experience and growth.

  • Act as an advisor to the internal teams and leadership to provides insight on status of customer accounts. Provide input to Development, Sales and Marketing as well as other appropriate internal groups regarding customer business priorities and feedback.

  • Instill service standards across all groups; align standards with other departments as needed.

  • Partners with all Customers to drive business value from the KETOS products.

  • Be a trusted advisor to enable Customers to achieve their business objectives using KETOS products.

  • Pre-sales support through client demos, case studies, roadmaps discussions, and integration strategies.

  • Performs other related duties as assigned.

Skills & Qualifications

  • Minimum 8 years of experience in customer-facing leadership roles including Customer Experience Manager/Director or Support Manager/Director or Technical Account Manager/Customer Experience Director.

  • Technically oriented with strong understanding of IoT, Cloud, SaaS, Blockchain technologies, particularly IoT hardware sensor solutions/capabilities/use cases (including LoRaWAN, WiFi, cellular 3G/4G protocols, embedded software and hardware).

  • Experience working in a start-up is a must. Must have proven record of success in a start-up environment where nothing comes easy and nothing works as planned.

  • Strong analytical skills and consultative skill set to analyze current usage, customer goals, and recommend actions that drive success for customers

  • Strong prioritization and problem-solving skills, including issue tracking, triaging and crisis management.

  • Experience using technology, metrics and reporting to manage a customer support function.

  • Ability to consume and transcribe technical documentation for customers.

  • A positive attitude and professional behavior while advocating a team approach to the business.

  • Experience building and maintaining strong, long-lasting relationships.

  • Demonstrated ability to communicate, present and influence credibly and efficiently at all levels of the organization, including executive and C-level.

  • Must have excellent attention to detail.

  • Ability and desire to work in a fast-paced, high growth environment.

  • Excellent interpersonal, verbal, written and organization skills.

  • Previously successful in team building, scaling, management, coaching and mentorship.

  • Experience working in JIRA, Confluence and Zendesk a plus.

  • Ability to work effectively and meet objectives without day-to-day direction

  • Willingness to travel as needed.

  • BA/BS degree or equivalent.