We are seeking a dynamic and experienced Director of Client Experience and Success to join our team. This role is pivotal in ensuring our clients receive a white-glove, 5-star experience. The ideal candidate will have a proven track record of building and managing large client success teams and creating processes that ensure prompt, accurate issue resolution and outstanding communication.
Key Responsibilities
Leadership:
Build, lead, and mentor a high-performing client success team.
Process Development:
Develop and implement comprehensive processes to handle client issues promptly and accurately.
Client Interaction:
Ensure exceptional communication and problem resolution for all clients.
Quality Assurance:
Monitor and enhance the quality of client interactions and service delivery.
Performance Metrics:
Establish and track key performance indicators (KPIs) to measure client satisfaction and team effectiveness.
Collaboration:
Work closely with sales, operations, and other departments to ensure a seamless client experience.
Training:
Develop and deliver training programs to continually improve team performance.
Feedback Management:
Collect and analyze client feedback to drive continuous improvement in our services.
Qualifications
Experience:
Minimum of 7 years of experience in a client success or customer service leadership role, preferably in a service-oriented industry.
Skills:
Strong leadership, communication, and problem-solving skills. Ability to develop and implement effective processes.
Education:
Bachelor’s degree in Business Administration, Management, or a related field. Master’s degree is a plus.
Attributes:
Client-focused, proactive, and dedicated to delivering exceptional service.
Benefits
Competitive salary and performance-based bonuses Comprehensive health, dental, and vision insurance Retirement plan with company match Professional development opportunities Positive and collaborative work environment Apply for this job
