Director of Customer Experience
OBM, Inc. is a Baltimore-based software company providing flexible-load management and energy-agility solutions for Bitcoin miners, power suppliers, and HPC data centers.
Funding history
Projects
About OBM, Inc.
OBM develops Foreman, a Bitcoin mining management platform with monitoring, automation, miner and infrastructure management, power controls, issue detection, analytics, security/compliance, and managed network services. It also offers Real-Time Settlements for power suppliers and miners and HPC data-center curtailment technology designed to reduce load without disrupting uptime.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will shape and execute the customer experience strategy, leading and mentoring a ten-person team across Customer Success, Product Support and Managed Network Services. You will monitor account health, use AI and data to reduce churn, handle high-stakes escalations, own CX systems and vendors, and partner with Product, Engineering, Sales and Marketing.
Requirements
- 8-10+ years of experience in a customer-centric leadership role, preferably within technology products
- Proven track record of leading and developing teams of 10+ employees
- Excellent communication, interpersonal and situational management skills
- Expertise managing difficult customer escalations
- Hands-on leadership style
- Data-driven mindset with experience analyzing customer feedback and metrics
- Strong problem-solving skills
Responsibilities
- Lead, mentor and develop the Customer Success, Product Support and Managed Network Services teams
- Drive customer retention and engagement by monitoring account health and using AI to identify churn risks
- Develop, execute and refine the customer experience strategy
- Manage high-stakes customer escalations
- Design team structure, roles, capacity and incentive plans as the business scales
- Establish service standards and champion the voice of the customer
- Establish and monitor KPIs and use data, analytics and AI to improve processes
- Own CX systems and manage vendor relationships
- Partner with Product, Engineering, Sales and Marketing and help build go-to-market collateral