Director of Customer Success
Job Description
Company Profile:
Information and Business Services
New Office
Growing Company
In business over 15 years
Director of Customer Success Role:
The Director of Customer Success will be responsible for overseeing all aspects of member support including basic benefit inquiries and complex issue resolution that involves research partner communication and creative problem solving
Lead and grow the customer support team serving as the main point of escalation
Provide direct support to members through phone and email setting a high standard for the team and ensuring a consistent high quality experience
Continuously assess the member journey identifying ways to improve engagement and satisfaction
Track and manage customer feedback and reviews across multiple platforms
Proactively recognize and address customer service trends suggesting and implementing system and process improvements
Manage relationships with key partners to resolve member issues effectively
Develop and execute strategies to meet customer support goals and KPIs
Review performance metrics identify discrepancies and take corrective actions
Enhance customer service quality by reviewing redesigning and documenting processes setting service metrics and tracking outcomes
Director of Customer Success Background Profile:
Over 7 years of progressive experience in customer support and team leadership consistently achieving successful outcomes
Strong expertise in sales and customer retention strategies
Familiarity with subscription based business models is highly desirable
Experience in the luxury travel lifestyle or high end service sectors is a notable advantage
Demonstrated ability to lead and motivate multiple teams
Outstanding written and verbal communication skills
Proven experience working with high net worth clients is preferred
A proactive solution focused approach with the ability to think creatively and resolve challenges efficiently
Exceptional time management and organizational abilities with a strong capacity to prioritize and meet deadlines in fast paced environments
High level of computer and technical proficiency
Features and Benefits of Client:
Dental
Health
PTO
Vision
Equal Opportunity Employer. Candidates must be authorized to work in United States without sponsorship. The client cannot sponsor any visas.
Disclaimer: Sensitive and personal data will not be requested until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.
Job Requirements
Meet Your Recruiter
Emily Longsworth
Emily Longsworth is a graduate of Texas A&M University with over 5 years of staffing experience at Frontline Source Group as an Executive Recruiter with a focus on placing top Executive Assistants and Administrative Assistants. Her areas of staffing are not limited only to administrative but also her experience within the marketing sector is outstanding. She has specialization with in successful placements for titles such as Chief Marketing Office, CMO, Director of Marketing, Vice President of Marketing, Director of Brand Strategy, Brand Marketing Manger, Head of Marketing Strategy FinTech Growth Marketing, and Marketing Analyst. Working nationwide allows her to truly understand the job market, and how to present her candidates’ skills in the most competitive position going into interviews while also making sure her clients are getting the top 20% of talent available within the market. Whether you are searching for your next opportunity or if you need to locate top-quality talent, Emily will be dedicated to your search!