Director of Customer Success

Director of Customer Success

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 8+ years of experience in customer success or account management, with at least 5 years in a leadership role.
• 5+ years experience in leading customer success, account management or high touch tech enabled service teams in a call center environment.
• Proven track record of building and leading high-performing customer service teams.
• Deep understanding of customer service best practices and industry trends.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Experience with customer service technologies and tools (e.g., CRM systems, help desk software).
• Passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Develop and implement a comprehensive customer service strategy aligned with the company’s overall business goals.
• Lead, mentor, and develop high-performing customer service and concierge service teams.
• Champion a customer-centric culture throughout the organization.
• Oversee the daily operations of the customer service department, ensuring efficient and effective delivery of support across all channels.
• Continuously evaluate and improve customer service processes and procedures.
• Collaborate effectively with other departments to ensure a seamless and positive customer experience across all touchpoints.
• Manage the customer service budget effectively, ensuring that resources are allocated appropriately and that expenses are controlled.
• Analyze customer service data to identify trends, pain points, and opportunities for improvement.

Preferred Qualifications

No preferred qualifications provided.