Manager, Customer & Dealer Success

Digital Control Incorporated (DCI) is the world’s leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide. DCI’s products are valued for their durable design, ease of use and uncompromising commitment to customer service. The **Customer & Dealer Success Manager** is responsible for leading and developing the customer support function to deliver exceptional customer experience. This role oversees daily support operations, drives continuous improvement, and ensures alignment between customer support and product teams. The team is available 24/7/365 for our customers which is uncommon for a company of our size. The ideal candidate is both customer-focused and operationally strong, with the ability to build scalable processes and lead high-performing teams. If you are a hands-on individual who likes the mix of a player-coach style leadership, then this role is for you! ### What you'll do: **Team Leadership & Development** - Lead, mentor, and develop the customer support team to provide world-class service to our customers. - Establish performance expectations, KPIs, and ongoing training programs - Foster a customer-first culture focused on responsiveness, ownership, and resolution - Develop good thought leadership on customer service strategy **Customer Experience Management** - Ensure timely and effective resolution of customer inquiries, issues, and escalations - Monitor customer satisfaction metrics and implement improvement plans - Act as the escalation point for critical or high-impact customer issues **Operational Excellence** - Develop and optimize support processes, workflows, and tools to improve efficiency - Manage ticketing systems, CRM usage, and support documentation - Analyze support data to identify trends, root causes, and opportunities for improvement - Track and report on key performance metrics **Cross-Functional Collaboration** - Support projects for lead conversion, demos, and dealer/customer relationships - Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements **Dealer / Channel Support (if applicable)** - Support dealer networks with training, troubleshooting, and escalation management - Ensure consistent support standards across all channel partners - Drive accountability and performance within the dealer support ecosystem - Bachelor’s degree in Business, Operations, or related field (or equivalent experience) - 5+ years of experience in customer support, customer success, or service operations - 2+ years in a leadership or management role - Experience with CRM and support tools (e.g., Salesforce, Zendesk, etc.) - Strong analytical, organizational, and problem-solving skills - Excellent communication and interpersonal skills - Willingness to occasionally travel to support field operations and customer engagements. ### **Preferred Experience** - Experience supporting technical products or equipment (e.g., industrial, construction, HDD, etc.) - Experience working with dealer or distributor networks. - Background in field support, training, or product demonstrations. - Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs) - Quarterly bonuses: we all share in the success of the company - Professional development - 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately) - 22 days PTO - Parental leave - Company covers 100% of payroll taxes for state family medical leave - 11 annual paid holidays plus 1 floating holiday - Winter break (we are closed the last week of each year) - See more [benefits information](https://acrobat.adobe.com…