• End-to-end customer outcomes across implementation, support, and ongoing delivery • A team of 8–10 customer-facing technical specialists • Service quality, escalation management, and operational consistency • Partner with Product and Engineering on complex bugs or architectural concerns • Owns customer experience from implementation through steady-state delivery • Leads and develops a high-performing, customer-facing technical teams • Acts as a senior operational and customer advocate within Dispel • Be present in the NYC office the majority of the week for hands-on leadership • Serve as a senior escalation point for complex or high-impact issues • Join customer calls as a trusted technical advisor • Run operational cadences (standups, planning, retros, reviews)