Director of Client Experience and Success

We are seeking a dynamic and experienced Director of Client Experience and Success to join our team. This role is pivotal in ensuring our clients receive a white-glove, 5-star experience. The ideal candidate will have a proven track record of building and managing large client success teams and creating processes that ensure prompt, accurate issue resolution and outstanding communication. 

Key Responsibilities 

Leadership: Build, lead, and mentor a high-performing client success team. 

Process Development: Develop and implement comprehensive processes to handle client issues promptly and accurately. 

Client Interaction: Ensure exceptional communication and problem resolution for all clients. 

Quality Assurance:Monitor and enhance the quality of client interactions and service delivery. 

Performance Metrics:Establish and track key performance indicators (KPIs) to measure client satisfaction and team effectiveness. 

Collaboration: Work closely with sales, operations, and other departments to ensure a seamless client experience. 

Training: Develop and deliver training programs to continually improve team performance. 

Feedback Management: Collect and analyze client feedback to drive continuous improvement in our services. 

Qualifications 

Experience: Minimum of 7 years of experience in a client success or customer service leadership role, preferably in a service-oriented industry. 

Skills: Strong leadership, communication, and problem-solving skills. Ability to develop and implement effective processes. 

Education:Bachelor’s degree in Business Administration, Management, or a related field. Master’s degree is a plus. 

Attributes: Client-focused, proactive, and dedicated to delivering exceptional service. 

Benefits 

Competitive salary and performance-based bonuses 

Comprehensive health, dental, and vision insurance 

Retirement plan with company match 

Professional development opportunities 

Positive and collaborative work environment