Lead and manage day-to-day Customer Success and Technical Support operations across North America.
Provide direction, coaching, and oversight to team members, ensuring accountability, responsiveness, and high-quality customer service.
Establish the North American customer success and support operating model, including team responsibilities, workflows, service standards, and escalation procedures.
Define and monitor key performance indicators (KPIs), including customer satisfaction, response and resolution times, recurring issues, and customer adoption.
Assess team capabilities, identify resource needs, and support future team development and growth.
Foster a culture of ownership, collaboration, continuous improvement, and customer focus.
Develop and maintain customer-facing training materials, technical documentation, FAQs, troubleshooting guides, and other support resources.
Establish a knowledge base and self-service resources to improve customer independence and reduce recurring support requests.
Identify opportunities to improve customer education, engagement, satisfaction, and long-term success.
Support customer training, on-site engagements, and technical discussions as needed.
Global collaboration & cross-functional partnership
Build strong working relationships with Sentrycs' Israel-based Customer Success, Technical Support, Product, and R&D teams.
Serve as the key North American liaison to global teams, ensuring effective communication, coordination, and alignment.
Establish clear processes for knowledge sharing, technical escalations, and issue resolution across regions and time zones.
Translate customer feedback and field experience into actionable recommendations for product enhancements and service improvements.
Collaborate with Sales, Solution Engineering, and other internal stakeholders to ensure a seamless customer experience.
Work with system integrators and strategic partners to support successful customer outcomes.
Requirements
5+ years of progressive experience in Customer Success, Technical Support, Technical Account Management, or related technical customer-facing functions.
Demonstrated experience leading and managing customer success, technical support, or service delivery teams.
Proven ability to build or improve operational processes, support models, and customer engagement strategies.
Experience supporting complex technical hardware/software solutions in enterprise, government, defense, homeland security, or public safety environments.
Background in RF technologies, telecommunications, cybersecurity, defense systems, or related technical fields strongly preferred.
Experience working with global, cross-functional teams, particularly in fast-growing or evolving organizations.
Experience managing critical customer escalations and complex technical issues.
Ability to travel for customer engagements, training, and team activities. (25%)
Flexibility to collaborate with global colleagues across time zones, particularly teams based in Israel.
Preferred qualifications
Strong people leadership, coaching, and team management capabilities.
Strategic thinker with a hands-on, operationally focused approach.
Demonstrated ability to develop scalable processes and drive continuous improvement.
Strong technical aptitude and ability to communicate effectively with technical and non-technical stakeholders.
Exceptional customer relationship management, communication, and problem-solving skills.
Ability to remain composed, decisive, and responsive during urgent or high-pressure customer situations.
Proactive, analytical mindset with the ability to identify trends, anticipate challenges, and implement solutions.
Highly organized, self-directed, and comfortable building structure in a growing organization.
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