JOB TITLE: Director of Customer Success Advisors
DEPARTMENT: Sales
JOB STATUS: Exempt
SALARY RANGE: $90,000-$120,000/year (Depending on Experience and Skills)
LOCATION: Bismarck, ND, Phoenix, AZ, Denver, CO, and Salt Lake City, UT (This position is remote)
REPORTS TO: VP of Business Development
DIRECT REPORTS: Yes

The Director of Customer Success Advisors will lead the Customer Success Advisor team while continuing to build relationships with a strategically identified customer base and focus on customer retention. This position will work closely with the Customer Success Advisor team to identify strategies to grow our customer base and ensure that the team is providing quality, cost-effective services while leveraging optimal cross functional performance through a deep knowledge of company systems and customer expectations.

ESSENTIAL JOB DUTIES:

• Leading a customer success team through reviewing customer data and improving customer relations
• Guide the Customer Success Advisor team in the use of data/systems to analyze and measure key performance metrics to ensure that the strategy and direction is driving positive outcomes for our company, customers, and overall department
• Defining and designing customer support systems, channels, and pathways - including: onboarding, training, and support resources; customer inquiries and complaints; service requests; and strategic campaigns to strengthen customer retention and meet revenue goals
• Helping the customer success team promote company services with the customers and developing new strategies for customer retention and increasing brand awareness
• Collaborating with multiple departments to ensure customer success while working to identify and resolve potential process failures
• Identifying the appropriate response and strategy for unique customer needs while solving customer issues as quickly as possible
• Assigning unique customer cases to management or the appropriate department and providing context when necessary
• Establishing communication channels through which customers can send in their feedback or challenges for prompt resolution
• Ensure execution of quarterly and annual account reviews and ensure high levels of customer satisfaction
• Using metrics to learn about past and current customer engagement
• Focus on strategic growth of the department through new or enhanced platform configuration while ensuring the team remains organized and following established workflows

JOB SPECIFICATIONS:

Skills and Knowledge:

• Bachelor’s degree in Business Administration, Logistics, or another industry-related field required.
• 5+ years of experience in management and or relevant industry experience.
• Well-developed interpersonal skills. Ability to get along with diverse personalities.
• Must possess excellent interpersonal, organizational, communication (written and verbal), analytical, and decision-making skills.
• Self-motivated and results driven.
• Extensive knowledge of the principles, procedures, and best practices in the industry.

BENEFITS:

• Medical, Vision, Dental, Supplemental, and Life Insurances available
• Paid time off, paid holidays, paid community volunteer time
• 401k retirement plan