Posted today
Secret
Mid Level Career (5+ yrs experience)
Unspecified
25%
Business - Sales
Remote/Hybrid•Reston, VA (Off-Site/Hybrid)
What we do:
Flywheel Data provides elite solution design, system integration, software development, and product resale primarily to the Federal Government. Our goal is to provide our clients with the right tools, platforms, products, and support to accelerate their success.
Why this position matters:
The Director of Strategic Alliances is responsible for ensuring the success and satisfaction of our customers. This includes developing and managing a team dedicated to building strong relationships with customers, driving product adoption, and providing exceptional customer support. The Director of Customer Experience drives strategy that is instrumental to customer retention and growth in alignment with the Flywheel Data mission.
What the Director of Strategic Alliances does:
• Recruit, manage, and lead a high-performing Customer Experience team
◦ Coach, train, and motivate team members to achieve desired results
◦ Ensure Customer Experience team is integrated and in alignment with the Sales team
◦ Determine appropriate staffing levels and maintain headcount
◦ Evaluate performance for team members
◦ Facilitate team communication, cohesiveness, and culture
◦ Ensure responsibility and authority is defined, understood, and enacted by the team
• Create and implement strategies to engage with customers
◦ Build lasting relationships with customers by understanding their needs and goals
◦ Partner with Sales, Sales Enablement, and Operations to onboard new customers
◦ Work closely with customers to drive product adoption and usage
◦ Oversee customer support operations to ensure timely and effective resolution of customer issues
◦ Identify opportunities to maximize customer value from Flywheel Data products and services
• Develop and execute customer retention strategies
◦ Collect and analyze customer feedback in collaboration with Sales, Sales Operations, and Operations, to identify trends, issues, and areas for improvement
◦ Establish key performance indicators (KPIs) and metrics, in coordination with Operations and Compliance, to measure customer success and regularly report on progress to senior management
◦ Collaborate with product and engineering teams to drive product enhancements based on customer input
◦ Collaborate with sales, marketing, operations, and product teams to align customer success efforts with overall company objectives
◦ Foster customer advocacy by identifying satisfied customers who are willing to participate and provide input to case studies, past performance qualifications, testimonials, and referrals
• Maximize the Cisco partner program's resources, incentives, and opportunities to enhance the value we provide to our customers
• Serve as a member of the Leadership Team
◦ Collaborate with the team on strategies, challenges, and solutions
◦ Maintain the Flywheel Data culture regarding people, processes, and policies with a focus on continuous improvement
◦ Provide input as a member of the Management Review Board to support operational efficiency and company objectives
• Other duties as assigned
What this position takes:
• Bachelor's degree in business, marketing, or a related field (MBA preferred)
• 5+ years experience in technology sales or value-added-reseller industry
• Proven experience in customer success or account management, minimum of 5 years in a leadership role
• U.S. citizenship
• Federal Government Secret Security Clearance
• Strong understanding of customer success best practices, customer lifecycle management, and retention strategies
• Experience using MS Office and Salesforce or other CRM
• Understanding of US Federal Government procurement
• Knowledge of FAR and other laws and regulations for government contractors preferred
• Deep understanding of consumption-based pricing models and experience working with 3rd party finance institutions for leasing and OPEX deal structures
• Adherence to the highest ethical standards
• Analytical mindset with the ability to leverage data to make informed decisions
• Excellent leadership, communication, interpersonal, and customer service skills
Flywheel Data is an EEO employer. We do not discriminate in hiring or other aspects of employment in regard to race, ethnicity, national origin, sex, sexual orientation, gender or gender identity, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
Flywheel Data provides elite solution design, system integration, software development, and product resale primarily to the Federal Government. Our goal is to provide our clients with the right tools, platforms, products, and support to accelerate their success.
Why this position matters:
The Director of Strategic Alliances is responsible for ensuring the success and satisfaction of our customers. This includes developing and managing a team dedicated to building strong relationships with customers, driving product adoption, and providing exceptional customer support. The Director of Customer Experience drives strategy that is instrumental to customer retention and growth in alignment with the Flywheel Data mission.
What the Director of Strategic Alliances does:
• Recruit, manage, and lead a high-performing Customer Experience team
◦ Coach, train, and motivate team members to achieve desired results
◦ Ensure Customer Experience team is integrated and in alignment with the Sales team
◦ Determine appropriate staffing levels and maintain headcount
◦ Evaluate performance for team members
◦ Facilitate team communication, cohesiveness, and culture
◦ Ensure responsibility and authority is defined, understood, and enacted by the team
• Create and implement strategies to engage with customers
◦ Build lasting relationships with customers by understanding their needs and goals
◦ Partner with Sales, Sales Enablement, and Operations to onboard new customers
◦ Work closely with customers to drive product adoption and usage
◦ Oversee customer support operations to ensure timely and effective resolution of customer issues
◦ Identify opportunities to maximize customer value from Flywheel Data products and services
• Develop and execute customer retention strategies
◦ Collect and analyze customer feedback in collaboration with Sales, Sales Operations, and Operations, to identify trends, issues, and areas for improvement
◦ Establish key performance indicators (KPIs) and metrics, in coordination with Operations and Compliance, to measure customer success and regularly report on progress to senior management
◦ Collaborate with product and engineering teams to drive product enhancements based on customer input
◦ Collaborate with sales, marketing, operations, and product teams to align customer success efforts with overall company objectives
◦ Foster customer advocacy by identifying satisfied customers who are willing to participate and provide input to case studies, past performance qualifications, testimonials, and referrals
• Maximize the Cisco partner program's resources, incentives, and opportunities to enhance the value we provide to our customers
• Serve as a member of the Leadership Team
◦ Collaborate with the team on strategies, challenges, and solutions
◦ Maintain the Flywheel Data culture regarding people, processes, and policies with a focus on continuous improvement
◦ Provide input as a member of the Management Review Board to support operational efficiency and company objectives
• Other duties as assigned
What this position takes:
• Bachelor's degree in business, marketing, or a related field (MBA preferred)
• 5+ years experience in technology sales or value-added-reseller industry
• Proven experience in customer success or account management, minimum of 5 years in a leadership role
• U.S. citizenship
• Federal Government Secret Security Clearance
• Strong understanding of customer success best practices, customer lifecycle management, and retention strategies
• Experience using MS Office and Salesforce or other CRM
• Understanding of US Federal Government procurement
• Knowledge of FAR and other laws and regulations for government contractors preferred
• Deep understanding of consumption-based pricing models and experience working with 3rd party finance institutions for leasing and OPEX deal structures
• Adherence to the highest ethical standards
• Analytical mindset with the ability to leverage data to make informed decisions
• Excellent leadership, communication, interpersonal, and customer service skills
Flywheel Data is an EEO employer. We do not discriminate in hiring or other aspects of employment in regard to race, ethnicity, national origin, sex, sexual orientation, gender or gender identity, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
group id: 91136656
