Director of Client Success

Responsibilities:

• Primary responsibility is to actively manage, own and de-escalate client support cases across departments for the betterment of both team and clients
• Ability to redo deliverables and achieve buy-in when needed to support clients or deliverables and achieve results and alignment
• Oversee high-level client WOW efforts, embody the Voice of the Customer, and manage the active client lifecycle including account transfers, happiness, and problem resolution
• Oversee and manage profitability of accounts and work with the President, COO, and Department Directors to manage win-win client partnerships
• Coordinate and manage working with Department Leads to optimize Client WOW efforts and resolve client pain points within the organization, campaigns, and teams
• Manage Client WOW proactively with client outreach based on survey feedback, client insights and value delivery
• Communicate on a daily basis with different parts of the client base depending on needs, including coordinating solutions between clients, execution teams, business development, and support or specialty teams
• Monthly client project reviews and reporting based on your analysis and data work, including: monthly analysis, reporting and action plan creation and execution
• Collaborating and communicating internally and externally and ensuring a focus on creating positive and solution-oriented relationships within the team and with clients

Requirements:

• Self-managed with excellent follow-through and initiative to get things done
• “Can-do” attitude and grit to work through obstacles and complex problem resolutions
• Creative problem solving and clear, responsive communication style
• Track record of strong communication and an investment in personal professional development
• Eager to develop positive relationships internally and externally to achieve necessary goals
• Strong attention to detail and highly flexible to changing priorities
• At least 5 years of experience working in customer service at a manager/director-level
• Ideal candidate will have previous experience in a similar role including red account manager, account escalations, senior customer success manager, director of client success, etc.
• Ideal also includes experience working with customers to resolve high-level challenges at a Director or organizational level