Senior Director, Customer Success

  • Location: New York, NY
  • Type: Direct Hire
  • Hybrid
  • Job #9047

As a Senior Director of Customer Success at The Company, you will play a critical role overseeing the Customer Success team including managing 3-4 in office employees who own aspects of the customer success channel (customer success, customer insights, support operations, and a senior agent who deals with special assignments) as well as the Business Process Outsourcing (BPO) operations. Core responsibilities include

  1. Owning + Optimizing the Customer Care Budget: You’ll be tasked with delivering the best ROI possible across customer success inclusive of reducing ticket per order ratio, improving agent efficiency, and managing BPO agent counts.
  2. Managing the BPO: You will be responsible for optimizing the performance of our BPO operations to ensure high-quality customer service delivery that drives measurable CSAT score improvement while managing costs.
  3. Assessing and Improving the Customer Service Tech Stack: You will evaluate our existing customer service technologies and work towards enhancing them to streamline processes and improve efficiency.
  4. Deep Understanding of the Zendesk Platform: Having a profound knowledge of the Zendesk platform, you will leverage its capabilities to enhance customer interactions and overall satisfaction.
  5. Transforming the Contact Center: Your role will involve transitioning the customer contact center from being a cost center to a revenue-generating discipline, focusing on maximizing profitability and business outcomes.
  6. Gathering Insights and Feedback: You will actively collect feedback from customers to gain valuable insights that can be used to refine marketing strategies and communication approaches.
  7. Turning Customer Care Into A Center of Excellence at Scale: You’ll cross-functionally partner with Ecommerce, Brand Marketing, Creative, Sales, and Product Development to ensure we’re delivering customer care with brand and product right messaging at its core across our brand portfolio.

Overall, you will be a key driver in ensuring exceptional customer experiences, optimizing operational efficiencies, and strategically aligning customer success initiatives with revenue generation goals at The Company.
You’re a great fit if:

  • You are customer-centric at your core and are a champion for customers; are passionate about understanding your customers’ organizations, business priorities, and sources of value
  • You are data-driven and can set the right performance indicators for your organization. You let data win arguments. You are an analytical thinker, able to leverage data and analytics to answer complex business questions and create a compelling narrative.
  • You have experience optimizing a customer care budget, driving incremental ROI across the customer care workstream.
  • You bring operational rigor and systems thinking across the customer lifecycle. You’re relentless in finding operational and systematic efficiencies
  • You’re equally comfortable operating at 10,000 feet and the lowest level of detail. You don’t hesitate to get in the weeds and work at the most basic level of detail, but you’re just as comfortable thinking long-term and inspiring a team.

 

Estimated Compensation: $155,000 - $170,000 Per Year
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MEET YOUR RECRUITER

Patti RichardsPatti Richards

Managing Director, Digital & eCommerce Recruiting

(201) 537-0033

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