Lead and direct customer success teams to ensure optimal customer experiences, drive customer satisfaction, and ensure timely and effective CS processes. Manage all major order channels and processes, understand KPIs, budget planning, and management, and recommend process improvements.
Requirements
- Partner collaboratively and build healthy relationships with individuals across the organization.
- Keep up-to-date on the latest technology and CS trends.
- Responsible for CS service expansions, including new CS support programs, new business plans, and/or domains.
- Responsible for sufficiently understanding and project managing technology and automation implementations.
- Responsible for leading system upgrades and conversions, where they impact CS processes or resources.
- Ongoing data analysis, statistical analysis, and reporting of CS metrics.
- Effective budget management and managing reasonable operational costs.
- Define and implement team objectives, develop specific short-term and long-term plans and programs, and supporting budget requests.
- Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight, and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources.
- Provide coaching to direct reports regarding management skills, motivational, and accountability techniques, and effective process and automation development.
- Develop plans for new technology, develop and implement corporate policy regarding customer initiatives, and consult with all segments of management responsible for policy or action.
- Analyze data on a continual and ongoing basis for process improvement, implement ISO & QA processes & improvement efforts, and provide coaching to direct reports with regard to management skills, motivational, and accountability techniques & effective process and automation development.
- Develop new short-term and long-term business initiatives for CS, for continuous improvement (CI), and regularly review team performance and reporting.
Benefits
- Health Insurance
- Dental & Vision Insurance
- Life Insurance
- Medical & Childcare Flexible Spending Accounts
- Education Assistance
- 401(k) with Matching
- Fitness Bank
- Pre-tax Transit Program
- PTO Bank
- Paid Holidays
- Paid Diversity Days
- Volunteer Time Off
- Referral Bonus Program
