The Director of Client Success manages the Client Success organization to ensure efficient and effective delivery of support and onboarding services. Creates and defines policies, procedures and standards for these services that align with the overall Veriforce strategy. The position will be responsible for a wide range of touch points, including documenting and disseminating best practices, creating workflows for process, managing retention programs, client support, and onboarding services.
Lead the team to ensure that client needs are met and projects are successfully executed by overseeing the onboarding process and monitoring relevant deliverables and timelines
Build credibility and trust with Veriforce Clients based on an ongoing demonstration of commitment to quality and service
Mentor and develop Client Success personnel for future career growth and incremental contributions to the company
Design and Oversee efficient communication plans for Veriforce Clients as applicable
Work with the executive team to define, monitor, and provide Key Performance Indicators(KPIs) with the objective of ensuring high quality of service delivery and very high customer satisfaction
Serve as a point of escalation for inbound, mission critical, Client requests
Build consensus between the various sub teams and inspire team members to work as a single customer centric team
Develop strong working relationships with other leaders within the Veriforce organization and foster cross team collaboration
Identify and manage risk within implementations
Coordinate the prioritization of inbound Client bugs and enhancement requests with Product Management and IT as applicable
Create and manage various Customer Success programs that align with overall directive of the company under the leadership of the VP of Operations
Facilitate/Coordinate team building events, contests etc. with the objective of boosting team morale and recognizing top performers within the team
To be considered for this role, you need:
Degree in Business Administration (or equivalent in education or experience). MBA or advance degree preferred
5-10 years’ experience in a leadership/management role working in a Client Services organization
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