Director of Customer Success
Job Details
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Headquarters - Holts Summit, MO
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Description

 The Director of Customer Service is responsible for leading a world-class Customer Success team by developing, challenging, and managing the delivery of customer services for the organization. Critical to the objectives of Director of Customer Success is creating a unified customer experience that supports company objectives through focused execution to achieve best in class customer service reliant on in-depth knowledge of company products, programs and effective communication.

This position provides leadership and direction for the areas of: service strategy; defining service level expectations and metrics; developing and implementing lead qualification processes; managing customer relations issues, identifying continuous improvement opportunities to minimize service failures; managing "VOC" processes, data and feedback.

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Qualifications

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Oversee operations of Customer Success divisions: Business Development, Parts & Equipment, Field Operations, Customer Marketing and Retail Technology.
  • Develop a trusted advisor relationship with Customer Success Leaders and Representatives, such that all Customer Success division activities are aligned with our Company Mission and Vision
  • Talent Management to include: playbook reviews, GRITT goals, 360° surveys, staff projections, selection, giving performance feedback and coaching to ensure employee engagement and capabilities to deliver results
  • Collaborate cross functionally in support of CS, Business Development, Marketing, and Field Operations  initiatives
  • Identify product and process improvements using Voice of the Customer (VOC) and NPS survey data. Represent the "VOC" as a member of the Senior Leadership Advisory team to influence company-wide culture of customer success
  • Lead Customer Success KPI’s to analyze all aspects of customer success; report and present findings to VP of Operations and/or Senior Leadership
  • Ability to manage customer escalations and negotiate resolution
  • Ensure all customers are positioned as references for PFS prospective customer base
  • Develop and implement Customer Success protocols, including 180 day Customer Review process and exit survey for lost accounts
  • Proactively engage with customers to assess, clarify, and validate customer needs on an ongoing basis
  • Assist customers in understanding the importance of brand alignment and help customers improve their business processes as related to PFS branded programs
  • Measure and drive Customer Loyalty of 75% Net Promoter score & a response rate of 50% or greater
  • Work closely with Sales team to answer any questions they may have regarding equipment ordering, existing customer orders, problem resolution, and general support information
  • Identify possible brand alignment concerns and work closely with Field Operations to correct them
  • Support customers’ drive toward success by offering continuous education and empowerment through the use of Customer Success divisions
  • Facilitate introductions and educate customers on how to best utilize support divisions within PFS
  • Conduct periodic meetings with PFS customers and utilize feedback to improve the customer experience
  • Interact via email and phone with a large number of customers at different stages of their business
  • Possess a comprehensive understanding of PFS policies, products, and solutions in order to serve as a brand expert and identify opportunities to cross-sell additional products
  • Develop process to identify and correct customer concerns quickly
  • Travel as needed to resolve customer concerns and facilitate growth of the business
  • All other customer support functions as needed
  • Projects and other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree preferably in a business or related field
  • Minimum 5 years’ customer support or account management experience, preferably in the foodservice industry
  • Self-starter with the ability to work independently with minimal supervision
  • Must be willing to travel as necessary, but limited travel is anticipated
  • Ability to analyze data and conduct research
  • Strong knowledge of in-store operations with a desire to learn the ENTIRE business
  • Ability to build strong rapport and establish trust and credibility with customers and Customer Support Team
  • Exceptional written and oral communication skills
  • Ability to manage and prioritize workload
  • Ability to work in a demanding fast-paced environment
  • Ability to remain calm when under pressure and maintain a high degree of efficiency and accuracy
  • Technological skillset to include use of Microsoft Office, CRM, and other software as required; experience with AutoQuotes & NetSuite a plus
  • Passionate about the PFS mission, vision, & core values

WORKING CONDITIONS

  • Work is typically performed in normal office working conditions
  • Travel Requirement: 10-15%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Employee must be able to sit for prolonged periods of time in front of a computer daily.
  • The position requires standing, bending, navigating stairs, and lifting.
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