Customer Success Director

CUSTOMER SUCCESS DIRECTOR

Quavo is seeking a people-first-focused, highly process-oriented, senior leader to build and lead our Customer Success team and efforts. Providing products and services to our Customer, which include Financial Institutions across North America and Latin America, you are critical to the happiness and retention of our Customers and ultimately the growth of our business.

If you love developing processes that promote efficiencies, initiating strategies to drive product adoption, understanding and advocating for Customer needs, and inspiring those around you, you may be our Director of Customer Success!

This position can be located in Philadelphia, Delaware, East Lansing, or Phoenix areas or could potentially be a remote working position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Build and optimize all Customer onboarding interactions and developing workflows to maintain Customer health, drive retention, and ensure Customers receive great service from onboarding onwards.
  • Creating and managing Customer Support and Production Support Portal processes. Including item prioritization, call tree routing, success metrics and Customer feedback.
  • Ensuring Support is provided 24x7x365 support across all regions.
  • Maintaining adequate Customer Success/ Production Support staffing, enhancing productivity development of personnel and achieving objectives within budget.
  • Assures that Quavo maintains user level expertise, business level acumen and technical familiarity for all products and services under Customer Success.
  • Responsible for completion of the departmental budget and the monitoring of the budget.
  • Initially this role is as an Individual Contributor, but the expectation is to grow the team to support Customers whose solutions are currently in development.
  • Support the team during Customer meetings and in resolving any Customer escalation issues.

OTHER DUTIES AND RESPONSIBILITIES:

  • Report Customer Success performance monthly to Management and monitor problems to ensure resolution in a timely manner, ensure all customer Service Level Agreements and defined KPIs are maintained.
  • Actively assists and leads the team to improve the speed, quality and consistency of response to enquiries. Maintain quality program to allow for measurement of staff in terms of quantity and quality. Ensure that tickets are closed in a timely manner while ensuring expected quality.
  • Develop, lead, and motivate a team of Customer Success professionals to deliver excellent technical/non-technical support with world class customer service, satisfaction, and timeliness.
  • Provides customers and staff with clear standards and expectations. Ensures all customer contact reaches an appropriate conclusion with the intent of minimizing repeat contact.
  • Provide strategically-strong recommendations on how to improve our business across all areas of the organization.

QUALIFICATIONS AND SKILLS NEEDED:

  • Strong leadership skills, developing and implementing new technology and processes; experience with Key Performance Indicators (KPI) and meeting Service Level Agreements.
  • Strong Customer empathy and expertise in how to best deliver great value and service.
  • Entrepreneurial, a natural problem solver who loves challenges and thrives in a fast-paced environment.
  • Excellent communicator, thoughtful and influential. Ability to understand and anticipate the needs of the customer and to provide solutions and recommendations that work in the real world.
  • Proficient in the English language with outstanding interpersonal and communication skills, both written and verbal. Spanish is a plus.
  • The ability to work under pressure and manage critical situations, influencing without direct authority.
  • Operationally driven and experienced in a results-driven environment. Very customer focused, self-motivated and a strong team player.
  • Strong technical understanding of software installations and financial services business process management.
  • Travel required to meet clients, vendors, partners or colleagues.
  • Strong technical understanding of software installations and financial services business process management.

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