Director, Customer Success
United States - Remote•United StatesNorth America•May 18, 2024
As a Director, Customer Success you will lead and guide our team in providing Fanatical service and support to our customers pre-sales and post-sales. You will make sure we keep our customers happy and satisfied by addressing any concerns they may have and creating a strategy for keeping in touch with them. You will take a close look at our processes, how we handle customer concerns, and conduct training to find ways to improve our services and provide added value to our clients. You'll also establish procedures for our customer success teams and act as a bridge between customers and other departments like sales, legal, order processing and accounting to quickly resolve any issues.
Key Responsibilities
- Consistently works with abstract ideas or situations across functional areas of the business.
- Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas.
- Requires in-depth knowledge of the functional area, business strategies, and the company’s goals.
- Create and maintain an effective management team.
- Strategic direction for the team in line with company business needs.
- Systems architecture review and improvements.
- Process review and improvements.
- Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters.
- Provides direction to senior managers in various areas, groups, and/or operations.
- Recognized as an influential leader.
- Influences policymaking.
- Erroneous decisions will have a long-term effect on the company's success.
Knowledge
- Invaluable knowledge of all facets of customer retention (CRM).
- Invaluable knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy.
- Invaluable knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements.
- Expert knowledge in developing customer service department procedures.
- Show outstanding presentation, written and verbal skills for report writing and marketing and PR copy.
- Able to develop training programs and provide coaching and guidance on a one-to-one level. Exceptional people skills; the ability to engage and motivate staff.
- Detailed knowledge of research methods coupled with a good knowledge of data analysis.
- Ability to communicate technical info and ideas so others will understand.
- Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
- Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
- Ability to coach and motivate less experienced team members to achieve their goals.
- Ability to establish a long term vision and execute it.
- A demonstrated ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency.
- Ability to successfully work and promote inclusiveness in small groups.
- Ability to provide FANATICAL support.
Requirements
- At least 6 years of Operational Management experience in technology within a mission critical environment, committed to providing FANATICAL customer service.
- A minimum of 2 years creating and delivering a service excellence strategy in a successful service oriented organization in technology.
- Experience of effectively dealing with high level escalations and customer complaints.
- Experience of developing customer and employee intelligence strategies and utilizing the findings to enhance service delivery.
- Extensive experience presenting and representing the organization to a variety of national and international audiences.
- A minimum of 4 years managing people.
- A strong background in account management or demonstrative hosting-specific technical skills
- High school diploma or equivalent required
- ITIL Certification preferred
- Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.
- Occasional travel, up to 25%.