Aspen Mesh is looking for a highly-motivated, tech-savvy Director of Services who’s passionate about operating at the nexus of customer needs and cutting-edge service mesh technology to build a robust experience for our enterprise and service provider clients who are migrating from monolith to microservices.

You’ll be responsible for leading and growing the teams that ensure Aspen Mesh is serving customers at the highest standard, passionate about relationship management, support engineering, and technical education. This is a high impact role, working closely with the Head of Market Development and key functional leads to bring the Aspen Mesh vision to life.

Your team will focus on crafting, implementing, and operating the systems and processes that deliver a holistic and continuously improving customer experience. This will range from building a world-class customer experience team and designing customer loyalty programs, to anticipating and reporting on key customer indicators and delivering technical education internally and externally.

What will you do?

  • Define and optimize the customer journey to help customers realize maximum value from our products, and foster deep relationships
  • Build the infrastructure and processes to manage customer lifecycle at scale, owning the holistic customer experience, from onboarding through renewal or churn
  • Develop a vision for our customer experience that includes Service, Support, Success, Education, and Voice of the Customer programs
  • Design, implement and intentionally manage all human and digital touchpoints/interactions with customers
  • Work collaboratively to keep communication flowing between internal departments and customers, especially while working remotely
  • Own revenue goals, onboarding new users after purchase to engender dedication, retention, and drive upsell
  • Work with key functional leads to identify and manage the right metrics for tracking customer engagement and satisfaction
  • Build a team of world-class technical support engineers with a level of expertise that demonstrates leadership in the Istio space
  • Lead your team to develop a deep understanding of client needs, creating intentional moments of engagement that drive value, expand share of wallet, and advance referrals
  • Lead the relationship management and customer success teams, acting as a key point of escalation for sales and support

Your knowledge, skills and abilities

  • Proven team leadership experience, including personal growth of team members and ability to deliver on a KPI-driven plan
  • Ability to dive into the work while growing a new organization
  • Ability to persuade C-Suite executives and drive groundbreaking change
  • Strong written and oral skills, with the ability to articulate complex technology clearly
  • Understanding of infrastructure products and how they’re used by enterprises and large organizations
  • Familiarity with contract management and contractual negotiation; experience liaising with Legal teams preferred
  • Experience working with CTO, CIO and/or VP DevOps preferred

How do you qualify?

  • Bachelor’s degree in business administration or related field; advanced business or technology degree preferred or equivalent experience
  • At least 5 years in a customer-facing leadership role in a software company
  • At least 10 years strategic account management experience