Lead, Success Services

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Essential Functions

Dedicated Success Engineer Responsibilities

• Serve as the assigned DSE for a designated strategic customer account.
• Develop and maintain trusted advisor relationships with customer stakeholders.
• Conduct regular customer meetings, service reviews, and planning sessions.
• Drive customer adoption, optimization, and platform value realization.
• Provide proactive recommendations to improve customer outcomes.
• Coordinate support, product, services, and customer success activities.
• Assist with escalations and complex customer issues.
• Maintain customer success plans, account roadmaps, action plans, and documented commitments. Coaching & Mentorship Responsibilities
• Provide day-to-day coaching for assigned DSE team members.
• Support onboarding and enablement of newly hired DSEs.
• Share best practices, customer success strategies, and technical knowledge.
• Conduct regular mentoring sessions and development discussions.
• Help team members navigate customer challenges, escalations, and complex delivery scenarios.
• Assist in developing future senior DSEs and team leads.
• Lead 1 to 1 sessions with your team each week. Operational Leadership Responsibilities
• Drive consistency in DSE processes, standards, and customer engagement practices.
• Review customer plans, service reviews, and deliverables for quality and completeness.
• Help monitor team workload, capacity, utilization, and customer assignment strategy.
• Identify operational risks and proactively escalate concerns.
• Participate in workforce planning, resource allocation, and account transition discussions.
• Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines. Escalation & Cross-Functional Support
• Act as a senior escalation resource for the DSE team.
• Assist with high-priority customer situations and complex support scenarios.
• Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers.
• Represent the DSE team in operational reviews and cross-functional planning discussions.
• Provide practical feedback to leadership on program risks, customer needs, and team readiness. Leadership Expectations
• Lead by example through strong customer engagement, ownership, and service delivery.
• Reinforce Riskonnect values and a customer-first Premium Services culture.
• Promote accountability, collaboration, knowledge sharing, and continuous improvement.
• Support employee engagement, retention, and career pathing initiatives.
• Serve as a trusted resource for managers, peers, and developing DSE team members. Join the A-Team and experience the A-Life!