Director of Customer Success

  • 200 S Wacker Dr, Chicago, IL 60606, USA
  • Full-time

Job Description

The Director of Customer Success works directly with the customer service organization focused on inbound customer support inquiries, in addition to a team of Account Managers focused on establishing and maintaining relationships with strategic accounts across the Daxko (Club Automation parent company) product portfolio. This resource will work directly for the SVP of Services in order to establish scalable, repeatable processes that drive high customer satisfaction, customer retention (both strategic and non-strategic), and revenue generation. They will take part in defining the overall customer journey, standardizing the template for the customer experience, and will manage the daily interactions with both team members and customers.

 What you'll be responsible for... 

  • Direct leadership of both the Customer Service team in addition to the Customer Success team
  • The creation, review, thoughtful analysis, and delivery of team metrics across the Customer Service and Account Management organization to the executive officers with performance to established targets
  • The design/build/launch/ongoing execution and management of our Customer Success team of account managers with a focus on scale
  • The retention/engagement of customer accounts across the business
  • Managing of the professional development, continuous education, and team member engagement of the Customer Success branch of the services organization
  • Understanding and being able to effectively communicate the value of the Daxko products across the business
  • Serving as the first layer of escalation management for customers across the organization prior to executive leadership intervention with the ability to follow a methodical escalation process to executives
  • Working in partnership with leadership in Professional Services to focus on revenue retention & recognition
  • Being able to identify and implement strategic initiatives that will result in operational efficiencies with an emphasis on an improved customer experience
  • Consistently identifying opportunities for continuous improvement across the business
  • Managing a departmental budget with strict adherence and identification of potential cost savings opportunities
  • Being available to travel 25%-50% between campuses (Chicago, Birmingham, Denver, Houston, etc. if applicable)

Qualifications

REQUIRED QUALIFICATIONS:

  • 5-7 years demonstrated proficiency in directing a Customer facing organization with direct oversight of employees
  • 3-5 years’ experience in a software organization managing large-scale or strategic customers
  • 3 – 5 years prior experience working with executive leadership directly in the management of a customer facing organization

PREFERRED QUALIFICATIONS: 

  • Bachelor’s degree
  • Experience working in a private equity held organization
  • Extensive experience building relationships and understanding a customer’s needs is essential
  • Ability to interface with multiple levels within a customer’s organization (C Suite & association leaders)
  • Strategic planning and operational blueprinting
  • Strong experience in building capacity/financial models for organizational performance measurement and growth 
  • Strong background in rolling out larger strategic initiatives within a service organization
  • Excellent judgment & the ability to work with limited oversight/supervision

Additional Information

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include:

  • Flexible paid time off 
  • Affordable health insurance options
  • Monthly fitness reimbursement
  • 401(k) matching
  • Casual work environment
  • Plenty of free food and caffeine

All your information will be kept confidential according to EEO guidelines.