Director of Customer Success at Snapsheet (Chicago, IL)
We are looking for a Director of Customer Success to join our team at Snapsheet!
As a Director of Customer Success, you leverage the combination of Snapsheet’s proprietary technology and superior Customer Success teams to provide a best in class claims experience for our clients and their customers. As a Director you partner with key stakeholders in operations and account management to build a strategy to drive customer conversion and client satisfaction while delivering industry leading cycle times and resource allocation. Understanding our business objectives and department goals, you make recommendations to set us up for success in the short and long term. You use your knowledge of successful call centers and customer success teams to align our technology to make our call center stronger and measure your success regularly adapting where needed. As a coach and mentor to our manager you help them rise as people and business leaders.
As a Director of Customer Success you will be responsible for:
- Build customer centric teams to provide superior claims experience and assignment conversion to drive client satisfaction and revenue growth
- Partner with Workforce Management to build, implement and manage capacity planning processes for Customer Service operations effectively allocating resources where needed to produce the maximum results
- Use data to articulate current and future planning and report on successes and opportunities
- Implement new technologies to improve the efficiency of our customer success team
- Analyze current state of customer success organization and build strategy to align with company goals and objectives
- Coach and mentor managers encouraging collaboration and elevating overall department performance
Requirements for a Director of Customer Success:
- 5+ years in contact center leadership experience
- Ideally, has previously managed a call center that is focused on resolution or sales in a highly regulated industry (B2B vs. B2C)
- 3+ years process and project management experience
- Data guru - ability to use data to identify problems and potential solutions
- Understanding of best in class Customer Success technologies and proven experience of successful implementation
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