VP, Customer Service Director

3 days ago

Oklahoma City, Oklahoma, United States Corsearch C T Corp Full time
Customer Service Leadership Opportunity

We are seeking a seasoned customer service leader to join our team at Corsearch C T Corp. As a VP, Customer Service, you will be responsible for developing and executing a comprehensive customer service strategy that delivers exceptional support across all customer touchpoints.

Key Responsibilities:
  • Develop and execute a customer service strategy to ensure high-quality support and service delivery across all customer interactions.
  • Lead and manage a team of global customer service representatives, fostering a culture of high performance, professional development, and motivation.
  • Develop and nurture strong relationships with key customers, addressing their concerns promptly and effectively.
  • Implement strategies to enhance customer satisfaction and Net Promoter Scores, upsell opportunities, retention, and loyalty through effective issue resolution and service delivery.
  • Establish and maintain robust escalation procedures to handle complex customer issues, ensuring timely follow-up and resolution.
  • Collaborate with Finance and RevOps teams to optimize invoicing and billing processes, ensuring accuracy, timeliness, and compliance with financial policies for customers.
  • Work closely with Product, Technology, Operations, and Customer Success teams to consolidate and migrate our legacy home-grown CRM systems to a single source of truth.
  • Stay informed on industry trends, best practices, and emerging technologies to modernize our current customer service infrastructure and drive innovation.
  • Prepare regular reports and presentations for executive management on customer service performance, key metrics, and improvement initiatives.
Requirements:
  • Bachelor's degree in business administration, management, or a related field; MBA or equivalent preferred.
  • Proven experience (10+ years) in a senior customer service management role, preferably in a technology or SaaS company.
  • Strong leadership skills with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
  • In-depth knowledge of customer service principles, practices, and tools, with experience in implementing and optimizing CRM systems.
  • Strategic thinker with a data-driven approach to decision-making and problem-solving.
  • Experience in managing complex billing and invoicing processes, preferably within a subscription-based business model.
  • Ability to thrive in a fast-paced, dynamic environment and drive change and innovation.
  • Proven track record of implementing process improvements and driving operational efficiency.
  • Strong analytical skills and proficiency in using data to drive insights and improvements.

This is an exciting opportunity to lead and transform our customer service operations, ensuring the highest level of customer satisfaction and operational excellence. If you are a results-oriented leader with a passion for delivering exceptional customer experiences, we encourage you to apply and join our innovative team.

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