Director of Customer Success (LA, New Orleans)

Five Star Breaktime Solutions • Saint Rose, LA • 4h ago

Director of Customer Success (LA, New Orleans)LA, St. Rose

The Director of Customer Succes leads a team that acts on behalf of the Company and is responsible for developing customer relationships that promote retention and loyalty in an assigned Division/Region. The Director is charged coaching and skill development of team to improve the customer service experience, creating engaged customers and facilitating organic sales growth through services already provided or adding additional services through other lines of business.

Salary:

. $80000 to $100000 yearly salary

. Bonus program ranging from 15% to 20% MIB yearly

Essential Duties and Responsibilities:

· Lead team of 8-12 Customer Success Managers (CSM) within a defined geography. This position will execute field visits, conduct weekly update reviews and provide employee coaching as needed.

· Contacts Company customers to establish rapport; frequently visits accounts and clients to maintain good relationships and reacts to any comments, suggestions, or concerns for the purpose of account retention. Maintains current client relationships and identifies potential new clients.

· Educates customers about the Company's products and services in order to increase sales; works with Division/Region management to achieve pricing and retention goals.

· Managing CRM software, including coordinating sales campaigns, analyzing customer data, and maintaining accurate customer data to align with business needs.

· Collaborates with sales and management teams to ensure budget specific goals are met, such as new sales numbers, same store sales numbers, and profit goals; conducts retail location inspections to ensure company standards are met.

· Communicate with senior management team any shortfalls in customer expectations and assists in rectifying them as needed; work with management to identify, review and present to the customer any loss prevention issues including video review and loss prevention bill backs.

· Maintains a strong understanding of all Company products and services through close collaboration with marketing and line of business lines within the corporate office.

· Enhances Company's reputation by accepting ownership of customer service for the assigned Division/Region; works with Division/Region management to successfully resolve customer issues.

· Provide monthly/quarterly reporting packages for senior leadership to review with Board of Directors.

· Keeps accurate records and documents customer service actions and discussions; maintains an orderly workflow according to priorities; reports activities back to the Division/Region management.

· Identify strengths and weaknesses of key competitors within defined territories and assist in developing strategies to insulate existing business.

· Understands and is knowledgeable of the Company's values and always acts in a professional manner, using language and behavior that aligns with that of the Company.

· Attends conferences, meetings, and industry events; may require overnight travel.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

Bachelor's degree (B.A.) from four-year College or university; and (2) Two year's related experience and/or training; or equivalent combination of education and experience. Experience in sales, marketing, or related field preferred.

Communication, Appearance, and Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; be able to write reports and business correspondence, and to effectively present information and respond to questions from managers, clients, customer s, and the general public. Individual must have strong communication and negotiation skills.

Mathematical Skills:

Must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Reasoning Ability:

Must have the ability to solve practical problems and deal with multiple variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications:

· Proficient knowledge of computer applications: Excel, Word, Power Point, and Outlook.

· Able and willing to travel regionally and company-wide, as needed, in position. Travel may require overnight stays away from home.

· Must possess a great sense of urgency and follow-through to deliver best in class customer service and promotions to our clients daily with the utmost professionalism.

· Must have a track record of meeting sales and profit goals.

· Must be creative and have the ability to handle multiple projects at once, deal with conflict, and arrive at a beneficial and appropriate solution.

· Ability promote a culture consistent with the stated goals, values, and mission of the Company.

· Must have excellent written and oral communication skills and the ability to present information to groups of clients, employees, and company leadership.

· Ability to flourish with minimal guidance, be proactive, and handle uncertainty.

Certificates, Licenses, Registrations:

A valid driver's license and good driving record. Must pass background and/or security check.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, tasks, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to modify essential functions of the job, or to require that other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technical developments.

Location - LA, St. Rose - LA

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