Tierpoint

Lead and develop the customer success team, drive customer retention and value, and collaborate across departments to improve customer experience. | Extensive experience in team building, customer success, and strategic account management, with a focus on driving revenue and customer satisfaction. | Overview We are seeking an experienced and dynamic Sr. Director of Customer Success to lead our Customer Success team. The ideal candidate will assist their direct team and TierPoint in initiatives to maximize customer enablement and customer retention, increase lifetime customer value, and ensure proactive motions to drive adoption, retention, and renewals. This role will collaborate cross-functionally with Sales, Product, Marketing, Finance, Service Delivery and other departments to create a seamless customer experience. Responsibilities Build, mentor, and lead a team of Customer Success Managers (CSMs), providing coaching and ensuring the team is working effectively to achieve company objectives. Proven leadership experience in building and managing high-performing teams. Develop and implement strategies to align the Customer Success organization to company goals and objectives. Drive the renewal process, collaborating with Sales Operations and other supporting teams to ensure accuracy in forecasting and accountability in renewals management. Advocate for, evolve and grow the Customer Success Team from a retention-focused mission to a customer-value driven mission engaging across the customer journey. Gather customer feedback to drive product improvements and advocate for customer experience improvements across the customer lifecycle. Build alliances across teams to improve processes and drive our value proposition, enhancing customer conversations and ensuring cohesive engagement across the customer journey. Leverage data to guide performance tracking and decision-making. Design and establish scalable processes, workflows, and systems that enrich the customer experience from onboarding through customer loyalty. Monitor and evaluate key performance indicators (KPIs) and establish systems to gather and analyze operational data and customer feedback, ensuring accountability and informed decision-making through data-driven reporting. Monitor your team’s book of business to identify risks and opportunities, acting or escalating as appropriate. Build and mentor a high-performing Customer Success team, scaling resources as necessary to support organizational growth. Design health metrics framework: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention. Other duties as assigned. Qualifications Bachelor's degree in business management or a relevant field. 15+ years' progressive team building experience in Customer Success, Renewals Management, sales and/or project management roles. Master's degree preferred. Experience managing a Net Promoter Score (NPS) and understanding how to improve it. Ability to thrive in a fast-paced startup environment, balancing hands-on execution with strategic vision. Accomplished experience in driving revenue growth with highly complex strategic clients. Proven experience in business development, client success, or strategic account management. Adequate professional experience and knowledge to perform Job Responsibilities. Excellent verbal, written, and interpersonal skills. Ability to prioritize and organize effectively. Ability to work on multiple projects simultaneously. Ability to work both independently and with others. Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines. Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience Prior experience particularly in the data center or managed services provider industry. Working Conditions Home or Office based depending on location Travel to corporate, regional markets, and opportunity specific travel, as required Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements. Pay Range $120,000.00 - $180,000.00 #LI-CG1 #LI-Remote

Support account retention and growth by providing technical expertise in cloud services, coordinating with sales teams, and managing customer relationships. | Minimum 2 years in AWS/Azure pre-sales roles, cloud certifications (AWS Cloud Practitioner, Azure Fundamentals), and 5+ years in IT/IT consulting related to cloud and managed services. | Overview TierPoint is looking for a motivated Public Cloud Sales Specialist to join TierPoint’s Cloud Practice. The TierPoint Cloud Practice enables customers’ digital transformation journeys with best practices, innovation and, technical leadership for adoption of TierPoint Cloud services. You will work as a member of the TierPoint Sales team to consult with customer and outline solutions that solve the customer’s business and IT challenges. The position is a remote position, and you will work with Sales teams in all of TierPoint’s markets. In addition, you will serve a critical role in the pre-sales organization and will be a senior level position that supports our direct and channel initiatives. Working with various stakeholder groups across the Company, including Sales, Marketing and Professional Services, the Public Cloud Solutions Specialist must be able to manage various projects simultaneously. The managed hyperscale team will work in an incubator-like environment within the larger TierPoint organization, and the Public Cloud Solutions Specialist should have an entrepreneurial spirit, ready to grow the managed hyperscale offering as if they were working at a startup. Responsibilities Responsible for Account retention and penetrating multiple lines of cloud business in existing accounts by supporting the Account Executive with their customers Cloud opportunities Drive the sales process of the solution, including qualifying the opportunity, forecasting, decision making criteria, and assisting the Account Executive in closing Learn and understand company service offerings in all cloud service areas by self-study, acquiring certifications, partner training and company sponsored training Ensure that company recommended enterprise solutions are comprehensive, achieve customer expectations and meet customer business needs and planning. Consultative approach with customers and owns the technical side of customer relationships. Coordinate co-selling activities with AWS and Azure field sellers to accelerate pipeline and deal velocity Manage funding requests and claims, ensuring eligibility, verifying accurate documentation and timely submission Develop relationships Account and Channel Teams, and the appropriate customer technical personnel to establish market credibility and ensure the sales team understands the customer's on-going enterprise needs Educate and develop sales teams on network selling by formal and informal training Stay current on new technology, trends, and market behavior by self-study, company training, acquiring certifications and partner training Obtain technical certifications as needed for specific projects as dictated by management Provides quality internal and external customer service surrounding the Company values. Other duties as assigned. Qualifications Ability to identify customer Cloud challenges to determine potential Cloud solutions Ability to speak to the different Cloud frameworks such as CSA, Microsoft Azure Reference Architecture, AWS, AWS architecture best practices Excellent negotiation skills Self-motivated with ability to work with limited direction and oversight Ability to understand complex technical and selling situations and the ability to solve the problem or solicit the required resources Adequate professional experience and knowledge to perform Job Responsibilities Excellent verbal, written, and interpersonal skills Ability to prioritize and organize effectively Ability to work on multiple projects simultaneously Ability to work both independently and with others Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience Minimum of 2 years in a Microsoft Azure or Amazon AWS pre-sales role Minimum 5 years of presales experience with most of the time spent in IT and/or IT consulting experience in Cloud, Managed Services, and Business Continuity Required Certifications: AWS Cloud Practitioner and/or Azure Fundamentals (AZ-900) Prior experience particularly in the data center industry Working Conditions Remote Office environment Ability to travel a moderate amount (25%) for internal and customer meetings. Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements. Pay Range $127,000.00 - $195,459.25

Develop and execute prospecting plans to acquire new clients, build relationships with mid-level and C-suite executives, and deliver personalized IT solutions to support digital transformation initiatives. | At least 7 years of quota-carrying sales experience in technical account environments, strong consultative sales skills, ability to engage C-level executives, and proficiency with technical products and MS Office. | Overview The Senior Client Executives grow the incredible roster of clients that TierPoint supports in the Carolinas through personalized and comprehensive IT solutions. Sr. Client Executives are new client acquisition engines, identifying and pursuing prospects that would benefit from our guidance and management of complex IT infrastructures. You will work with IT leaders to develop customized IT solutions that help them with their digital transformation initiatives. At TierPoint, success requires a unique combination of ambition, resourcefulness, and tenacity. We are a results-driven company, which means no politics and a bias-to-action culture where you can make your mark and take as much responsibility as you can handle. Come join the ranks of the world class Sales Team that we are building! Note : This is a home office based role however, only local candidates in North or South Carolina will be considered. Responsibilities • Manage the prospecting plan development and execution for new accounts • Identify and leverage compelling new business entryways for very targeted outreach (events, markets, conferences, groups) • Prospect, qualify, and create new relationships with clients who would benefit from TierPoint’s solutions • Build relationships with both mid-level and C-suite prospects to deliver personalized solutions to fit the needs of their business • Be a master at crafting personal, strategic, valuable messages that engage clients through email and during sales calls • Strategize, create, and deliver of compelling solution-focused client presentations for a C-level audience • Seamlessly coordinate between clients and various internal teams to ensure a productive and smooth client experience • Consistently achieve or exceed monthly goals of prospect engagements and closed deals • Learn, maintain, and communicate in-depth knowledge of TierPoint’s solutions, industry trends, and competition • Successfully manage and overcome obstacles and objections • Provide closed-loop feedback to Sales, Marketing, and Product teams to ensure continuous process and product optimization • Proactively manage your sales pipeline and record sales activities to maintain the quality and accuracy of data in CRM • Provides quality internal and external customer service surrounding the Company values. • Other duties as assigned by manager Qualifications • At least 7 years of successful quota-carrying sales experience, with outbound and/or full cycle sales experience preferred • Experience within a large technical account environment; previous expertise in managed services, data center services, Cloud-IaaS, consulting and hardware/software solutions preferred • Ability to effectively learn technical products, services and solutions and readily apply new knowledge required • Track record of qualifying and closing consultative/service-led sales, particularly multi-year and subscription-based services • Exceptional ability to create and foster relationships across both mid-level and C-suite executives and, build consensus among the buying team • Proven ability to listen, extrapolate information and leverage resources to effectively provide solutions to client needs • Strong presentation skills, with proven ability to present to a large audience of C-level decisionmakers persuasively and with ease • Ability to learn and collaborate with a team remotely • Excellent verbal, written, and interpersonal skills • Strong planning, organization, and prioritization skills • A results-driven, positive, upbeat, growth-oriented attitude • Excellent verbal, written, and interpersonal skills • Ability to prioritize and organize effectively • Ability to work on multiple projects simultaneously • Ability to work both independently and with others • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines • Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience • Prior experience particularly in the data center industry Working Conditions • Work from home however this position must be located in North or South Carolina Pay Transparency TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements. Pay Range $90,000.00 - $155,161.86