Director of Customer Care

2 weeks ago

Philadelphia, United States Uniphore Technologies Inc. Full time

**Director of Customer Care**

Philadephia / Pegasus Pegasus / Full-time Uniphore is the global leader in Conversational Service Automation. The Companys vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore, the global leader in Conversational Service Automation, is seeking a **Director of Customer Care** with an entrepreneur mindset to manage a team of Customer Experience Managers for our mid-market and enterprise clients. As a leader of Customer Care Managers (CCM), you will have a customer-first mentality and focus on delivering value to their business. You will be responsible for setting the vision, building the team from scratch, and working with cross functional teams to scale the business. Your success in this role will be completely dependent on how successful our clients will be with Uniphore products. Your team will be responsible for onboarding new users and enabling them on the integration of Uniphores solutions, acting as trusted advisors to identify upsell and cross-sell opportunities. As the voice of the customer, your team will keep users engaged as well as provide feedback to our business and on what our clients likes about our products and the improvements theyd wish to see. The customer experience team will be responsible for expanding use case adoption, driving renewals, partnering with client partners to identify upsell and cross-sell opportunities as well as creating a community of Uniphore champions. Were looking for a leader with experience leading an enterprise SaaS customer success team interacting with Global 2000 companies not afraid to roll up their sleeves and with a proven track record of delivering against quota and KPIs. A leader with deep strategic and analytical thinking capable of conveying compelling value propositions and build consensus with cross-functional partners. Finally, were looking for a leader who understand the importance of culture, a leader who is used to foster a collaborative and knowledge sharing working environment. **Responsibilities:**

+ Hire, train and retain a team of top-talented CCM

+ Lead the development and implementation of our customer success strategy

+ Build processes for customer feedback loops: Be the voice of the customer

+ Responsible for leading Renewals

+ Responsible for defining and driving team KPIs

+ Finding upsell and cross-sell opportunities

+ Responsible for client retention

+ Partner with Sales and Technical sales leaders to define priorities for the team

+ Close partnership with the marketing team on building best use case library and success stories

+ Build a community of Uniphore champions among our clients

**Minimum Qualifications:**

+ 5 to 10+ years of customer success experience, Product Adoption or Change Management

+ 5+ years of managing a high-performing team

+ Experience building and scaling Customer Success, particularly in a dynamic, fast-paced startup environment

+ Experienced in building customer retention strategy

+ Deep understanding of value drivers in recurring revenue business models

+ Strong empathy for customers while remaining focused on driving revenue and growth

+ Well versed in Sales Applications, cloud-based services, video AI and web conferencing solutions and how they are used by customers.

+ Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together.

+ Validated success in growing and scaling SaaS business

+ Versatility in B2B enterprise technology and SaaS solutions for medium to large enterprises

+ Minimum of a bachelors degree or MBA preferred

**Preferred Qualifications**

+ Demonstrated success in building high performing teams through coaching and mentoring

+ Enthusiastic and driven leader with the ability to inspire others

+ Foster a culture that mixes result-driven attitude with team collaboration approach

+ Excellent consulting, listening, and communicating skills, demonstrated by ability to build authentic business relationships

+ Analytical and process-oriented mindset

+ Can operate in ambiguous and fast-paced growth environments

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