Director of Customer Success

*REMOTE OPTION*

Koger is  looking for a customer-focused, data-centric, tooling, and automation guru to lead our clients global customer support team. As the Director of Customer Success, you will oversee their entire customer service operation, which includes phone, chat, email, social, and digital self-service resources, as well as support tooling and automation. You will work with cross-functional leaders to set the strategy for the department to identify KPIs and SLAs, and subsequently make the plan a reality.

Digital currency is often confusing and misunderstood. As the Director of Customer support, you will build a customer experience that delights, comforts, and serves the needs for their global customer base. As the leader for the support team, you will champion a culture of customer obsession, where agents lead with compassion and are trained to be resourceful in solving customer pain points. Ultimately, you will be the leader of providing ”a human touch in a digital world.”

RESPONSIBILITIES

•Partner with the leadership team to align Customer Success department policies, practices, and systems with the company’s objectives.
•Develop, execute, and continually improve the vision and strategy for customer service.
•Directly manage a growing team of Customer Success representatives focused on the customer experience.
•Cultivate and maintain a positive team atmosphere that drives talent development and growth.
•Identify, negotiate, and onboard a third-party customer support organization for 24/7 and multi-language coverage.
•Manage all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
•Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers/clients.
•Develop customer success department procedures. Liaise between customers and engineering, sales, compliance, and accounting to resolve status, production, delivery, and billing inquiries.•Develop and manage processes for ensuring customer refunds and services are done with speed and accuracy and all client/customer service delivery issues are resolved.
•Recruit, train, develop, and evaluate personnel to ensure the efficient operation of the function.
•Develop KPI’s and Scorecards to monitor the effectiveness of key processes impacting customer service and adjust where needed. Own Executive level reporting and presentations regarding KPI’s.
•Champion a customer success culture of work hard, learn fast, and have fun!

REQUIREMENTS

●Bachelor’s degree in business, marketing, or a related field
●Three to five years’ experience leading a customer service team for a consumer product
●High degree of business acumen-Ideal candidate will have a solid understanding of fintech or traditional financial products
●Excellent self-management practices with a demonstrated ability to be self-directed and resourceful
●Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results
●Ability to maintain high performance under tight deadlines, including managing multiple projects simultaneously with exceptional quality, organization and attention to detail
●Process-oriented with a comfortability and excitement to build “from the ground up”
●History of success working with outsourced and/or offshore customer support teams
●Enjoys collaborating and celebrating successes with teammates
●Excellent verbal, written and presentation skills; Ability to speak with influence and impact; Ability to present and articulate effectively across all levels of the organization
●Experience managing a department budget
●Minimum 5 years working experience with Salesforce or other CRM and ERP support tools, including chat and social media tools

COMPENSATION & BENEFITS•Competitive salary
•Company sponsored comprehensive health benefits package including health, dental, vision, life, and more. (Some plans are 100% company-paid)
•Option to participate in company-matched 401(k) plan
•Paid holiday

Koger is a premier Staffing and Managed Solutions company, reinventing how top talent and leading organizations are connected. Utilizing our industry experience, process, tools, and talent network - we provide flexible contingent and permanent staffing solutions to power your business. Koger assists in taking you to the next level - helping you build high-performance teams to deliver on tomorrow’s promise, today. For our consultants and employees, we create exciting opportunities to promote career growth and personal success.

Working with Koger gives organizations and candidates the ability to Go Higher!