Global Customer Service Director

Job Title: Global Customer Service Director

About Vytelle:

Vytelle is a global precision livestock company that is revolutionizing the way cattle producers worldwide unlock animal performance. Our portfolio includes world-class bovine phenotypic and genotypic data capture systems via Vytelle SENSE and Vytelle INSIGHT, which enable producers to accurately select desired traits to continually produce elite progeny. Additionally, our Vytelle ADVANCE In Vitro Fertilization Service enhances the speed at which genetic improvement can be made.

Role Overview:

The Global Director of Customer Service is a leadership position responsible for integrating, overseeing, and optimizing Vytelle's customer service operations on a global scale. This role ensures that customers receive consistent, high-quality service, regardless of their location, while also working to enhance the company's customer experience (CX) across our Vytelle SENSE and Vytelle ADVANCE portfolios today and any future products or channels.

Key Responsibilities:

* Define and implement a global customer service strategy that delivers a consistent, high-quality service experience across all customer interactions.
* Develop clear goals and KPIs for teams to measure and enhance performance and customer satisfaction.
* Lead and guide a global team, ensuring alignment in vision, communication, and performance across regions and products.
* Develop, manage, deploy customer standard training, onboarding, and enterprise selling process, including training materials and troubleshooting mechanisms.
* Design, implement, and maintain scalable global SOPs for customer service processes, ensuring consistency and quality across all customer interactions.
* Oversee the development and use of a customer service ticketing system to ensure timely, effective issue resolution and escalation processes are in place.
* Manage scheduling for customer service teams to ensure optimal staffing levels for all shifts, geographies, and service channels.
* Create, implement, and maintain the ability to interpret data, identify trends, and develop actionable insights.
* Automation and Technology:

* Access current tools and workflows and processes to identify improvements to drive more use and traction.
* Identify opportunities to integrate automation tools, collaborate with IT and product teams to implement tools that enhance service delivery and reduce manual effort.
* Deployment and transition of io user interface across all customers.
* Lead Qualification and Handoff:

* Integrate customer service with sales and marketing efforts to identify, qualify, and pass high-quality leads to the sales team.
* Implement systems for tracking and nurturing leads that come through customer service.
* Train customer service teams to identify upselling or cross-selling opportunities during interactions.
* Contracting and Warranties:

* Oversee all customer contract management processes, ensuring timely and accurate execution of contracts and service agreements.
* Lead efforts to ensure clear communication and management of warranty claims, resolving customer concerns related to product or service defects.
* Billing and Financial Accuracy:

* Collaborate with finance team to ensure accurate invoicing, timely payments, and resolution of billing disputes.
* Monitor billing workflows and processes to ensure they align with company standards and customer expectations.
* Team Leadership and Development:

* Lead and mentor a team of customer service professionals, fostering a culture of accountability, performance excellence, and continuous improvement.
* Build a team culture focused on leading a global customer experience proactively driven to retain and increase new customers, deliver repeat users, and expand enterprise technology use.
* Provide ongoing coaching and development opportunities to team members to improve skills, knowledge, and customer interactions.
* Metrics and Reporting:

* Develop and monitor key performance indicators (KPIs) for the customer service team.
* Report regularly on departmental performance to senior leadership, highlighting successes and areas for improvement.
* Cross-Functional Collaboration:

* Work closely with other departments, including sales, product, and operations to align customer service strategies with overall business goals.
* Act as a liaison between customers and internal teams to ensure feedback is incorporated into product and service improvements.

Deliverables/KPIs:

* Meet and exceed Vytelle Global Revenue as defined in Budget.
* Customer retention percentage.
* Same-customer growth rate percentage.
* Issue Resolution time and satisfaction level (different SENSE to ADVANCE).
* Warranty Cost Vytelle SENSE.
* Number of Enterprise customers converted.
* Role Model Behaviors - Change Champion, Strategic, Collaboration, Process Driven, Customer Centric.

Vytelle's Core Values:

* Leadership: Inspire and serve and seek the best in each other.
* Endurance: Pacesetter, takes action, and realizes results.
* Pioneer: Infinitely curious, catalyst, and listens for ideas.
* Love: Contagious passion for customers and our purpose.
* Ability to adopt and adhere to Vytelle's Foundation: The Common Thread of Integrity, Respect, and Trust.

Additional Requirements:

* Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company.
* Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.
* Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company.
* Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

Skills and Attributes:

* Leadership: Ability to inspire, guide, and motivate a global team, fostering a high-performance culture.
* Customer Experience Management: A deep understanding of customer journey mapping, CS strategy, and service design to deliver excellent service and create long-lasting customer relationships.
* Proven experience in managing customer service ticketing systems, SOP development, and process improvement.
* Change management: Experience in leading teams through transformations and technology implementation.
* Excellent problem-solving ability and track record of successfully resolving complex customer issues.
* Familiarity with customer contract management, warranties, and billing.
* Exceptional communication, interpersonal, and conflict-resolution skills.
* Adept at setting and acting on longer-term goals.
* Willingness to work as a team.
* Quality-driven.
* "Figure It Out" skills.
* Appreciates diversity; an ability to positively resolve issues arising from different perspectives.

Experience and Qualifications:

* Bachelor's degree in business administration, communication, marketing, or related fields, Master's degree preferred.
* 5 years' experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment.
* Deep knowledge of bovine reproduction, IVF procedures, and livestock breeding.
* Proficient PC skills, including internet and Microsoft Office suite of tools.
* Proficient in the use and deployment of CRMs, ideally Help Desk and Ticketing systems, automation, and workflow tools to drive process and automation.

Physical Requirements:

* This position involves sitting for prolonged periods while working at a computer, attending virtual meetings, and engaging in remote communication.
* Ability to travel to client locations, farms, and trade shows, which may include driving or flying and overnight stays.
* Ability to move around farms and livestock facilities, which may include walking on uneven terrain, standing for extended periods, and climbing steps.
* Ability to work in varying conditions, such as being outdoors, in barns, or other agricultural settings with exposure to livestock and potentially loud environments.
* Flexibility to work outside standard business hours when visiting farms, attending industry events, or responding to urgent client needs.

Equal Employment Opportunity Policy:

Vytelle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

Additional Requirements:

* Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company.
* Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.
* Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company.
* Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

Skills and Attributes:

* Leadership: Ability to inspire, guide, and motivate a global team, fostering a high-performance culture.
* Customer Experience Management: A deep understanding of customer journey mapping, CS strategy, and service design to deliver excellent service and create long-lasting customer relationships.
* Proven experience in managing customer service ticketing systems, SOP development, and process improvement.
* Change management: Experience in leading teams through transformations and technology implementation.
* Excellent problem-solving ability and track record of successfully resolving complex customer issues.
* Familiarity with customer contract management, warranties, and billing.
* Exceptional communication, interpersonal, and conflict-resolution skills.
* Adept at setting and acting on longer-term goals.
* Willingness to work as a team.
* Quality-driven.
* "Figure It Out" skills.
* Appreciates diversity; an ability to positively resolve issues arising from different perspectives.

Experience and Qualifications:

* Bachelor's degree in business administration, communication, marketing, or related fields, Master's degree preferred.
* 5 years' experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment.
* Deep knowledge of bovine reproduction, IVF procedures, and livestock breeding.
* Proficient PC skills, including internet and Microsoft Office suite of tools.
* Proficient in the use and deployment of CRMs, ideally Help Desk and Ticketing systems, automation, and workflow tools to drive process and automation.

Physical Requirements:

* This position involves sitting for prolonged periods while working at a computer, attending virtual meetings, and engaging in remote communication.
* Ability to travel to client locations, farms, and trade shows, which may include driving or flying and overnight stays.
* Ability to move around farms and livestock facilities, which may include walking on uneven terrain, standing for extended periods, and climbing steps.
* Ability to work in varying conditions, such as being outdoors, in barns, or other agricultural settings with exposure to livestock and potentially loud environments.
* Flexibility to work outside standard business hours when visiting farms, attending industry events, or responding to urgent client needs.

Equal Employment Opportunity Policy:

Vytelle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

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