Customer Service Director directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. Develops service level standards focused on reducing response times and providing high customer satisfaction. Being a Customer Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Customer Service Director manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor's degree or equivalent. Typically reports to top management. The Customer Service Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Customer Service Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
ESSENTIAL FUNCTIONS :
Owning the customer experience within all business units of Fullsight, work with Product, Sales, Operations, IT, and Marketing to establish onboarding and retention tactics for platforms that deliver value to new / renewing customers, with a primary focus on revenue based platforms.
Provide leadership and resources and manage a team of Customer Service Account Managers and Onboarding / Implementation Specialists.
Working across business units at Fullsight, develop, implement, and manage programs and resources to support customer's adoptions and use of all Fullsight subsidiary company's products and services.
Develop metrics and benchmarks for both product and customer success and retention. Bring the voice of the customer into the product development process to ensure new products are developed and launched with customer needs as a focus.
Own the strategy for strategic relationship and revenue growth with existing customers as part of the larger retention program, including preparing and conducting customer business reviews.
Provide the leadership and resources to the Customer Success Account Managers, work with Sales to develop the list of targeted accounts, work with Product teams on data results, and ensure set revenue growth goals are met.
Develop customer health scores, work with Sales on proactive account management resources, and gather and interpret the data for usage and platform engagement.
MINIMUM REQUIREMENTS :
Strong technical acumen
Fluent in WebEx or other online presentation platforms
35% Travel
PREFERRED QUALIFICATIONS :
Last updated : 2024-05-22