Job Description
Primary Objective:
The Senior Director of Customer Success leads our Customer Success organization, encompassing the Customer Service and Technical Support teams.
The Director of Customer Success provides vision, direction and leadership in managing the post-implementation customer life-cycle experience, including customer experience management, customer care management, retention, lead generation support, loyalty and customer facing support operations. In addition, the director is expected to provide support and leadership opportunities, continued education, and communication across Customer Success and adjacent departments of Spectrio.
Duties & Responsibilities:
• Develop a best-in-class customer experience organization that supports our customers' growth and makes Spectrio a preferred, industry-leading provider of in-store marketing solutions.
• Adapt and develop processes and structures to integrate support of existing and new products/solutions in flexible, scalable ways.
• Develop new processes to facilitate the onboarding of enterprise clients.
• Drive the development and client adoption of web-based creative and support solutions.
• Collaborate with Production and Logistics leads to identify opportunities for efficiency and increased customer satisfaction.
• Develop and execute the strategy, customer experience framework, end to end processes, and policies that enable our customers' success.
• Own key operational metrics including production updates, new client launch processes, NPS, support case velocity, SLA % and overall customer satisfaction.
• Lead client communication principles and SOPs to support adoption, retention and satisfaction.
• Partner very closely with Spectrio sales teams to generate additional organic growth and develop customer's strategic plan, next best offer, game plan for building their success.
• Ensure Spectrio is attracting and leading a team that will move the customer success organization forward. Evolve the structure, roles, requirements, capabilities, career-pathing, and competencies to build a customer success team better than any other in the industry.
• Ensure that our employees have the best tools to do their jobs and are truly able to become the customer's trusted advisor.
• Serve as a leader within the organization, providing insight into daily operations as it relates to the customer journey.
• Assist with new company acquisitions in order to facilitate accelerated integration timelines.
• Perform other duties as assigned.
Job Requirements
Qualifications:
• Bachelor's Degree or equivalent experience in business, marketing, or related field
• 7-10 years experience managing customer service and/or technical support teams for tens-of-thousands of clients/locations.
• Experience implementing, socializing, and maintaining knowledge base and cross-training initiatives.
• Mentor and leader with a track record of hiring, building, evolving and motivating great teams.
• Ability to design and articulate broader customer success / experience strategies across the organization.
• Data-driven decision maker with capacity to adapt and experiment.
• Effective and productive partner in driving cross-functional initiatives.
• Experience leading remote teams and working with customers at all levels.
• A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication.
• Technical acumen and business management skills.
• Exceptional skills with customer interaction and building customer relationships with a strong POV and advocacy for what customers want/need.
Ability to successfully partner and cultivate relationships and build trust.
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* Bachelor's Degree or equivalent experience in business, marketing, or related field * 7-10 years experience managing customer service and/or technical support teams for tens-of-thousands of clients/locations. * Experience implementing, socializing, and maintaining knowledge base and cross-training initiatives. * Mentor and leader with a track record of hiring, building, evolving and motivating great teams. * Ability to design and articulate broader customer success / experience strategies across the organization. * Data-driven decision maker with capacity to adapt and experiment. * Effective and productive partner in driving cross-functional initiatives. * Experience leading remote teams and working with customers at all levels. * A strong customer focus and ability to effectively and quickly build relationships and establish trust, respect, and communication. * Technical acumen and business management skills. * Exceptional skills with customer interaction and building customer relationships with a strong POV and advocacy for what customers want/need. Ability to successfully partner and cultivate relationships and build trust. 7 to 10 years experience. Employment Type: Full-Time