Director of Customer Success

4 weeks ago


Bloomingdale, United States Hirewell Full time

Director of Customer Success


About the Role: Are you an enthusiastic and results-driven professional who thrives on building businesses and fostering strong client relationships? If you're energized by fast-paced environments where your efforts directly impact outcomes, this opportunity is tailor-made for you.

Join us and take charge of not only expanding our business horizons but also ensuring the satisfaction and loyalty of our esteemed clients.


Who We Are: This company is a trailblazing force in packaging. With a blend of engineering prowess and innovative flexibility, we're committed to setting industry benchmarks by continually enhancing our performance and upholding the highest standards. Our mission is simple: to delight customers by consistently delivering quality services on time, honoring commitments, and fostering enduring partnerships.


What Your Role Entails:


Customer Success Management:

  • Oversee day-to-day customer orders and interactions.
  • Manage departmental SO & PO entry and confirmations.
  • Enhance customer experience and satisfaction through proactive engagement and performance monitoring.
  • Develop and implement customer retention strategies to foster loyalty and satisfaction.
  • Act as the escalation point for customer-related issues, ensuring timely resolution.


Learning Management & Operations:

  • Develop and maintain departmental standard operating procedures (SOPs).
  • Design comprehensive training programs to enhance team skills and knowledge.
  • Evaluate training effectiveness and provide ongoing coaching and support.
  • Ensure the LMS is up-to-date with relevant content and monitor usage metrics for continuous improvement.


Sales Operations Management:

  • Spearhead the identification and pursuit of new sales opportunities for the team.
  • Develop and execute strategies to optimize the sales process and bolster revenue generation.
  • Collaborate with the sales team to establish targets, monitor performance, and drive outcomes.
  • Harness the full potential of our ERP system, identifying avenues for enhanced efficiency.
  • Source new quotes and oversee item creation and onboarding.
  • Ensure adherence to deadlines across multiple projects and materials.
  • Timely management of RFQ and bid responses.


Qualifications:

Required Experience:

  • 5+ years of managing a team in sales support
  • Proficiency in sales and customer operations.
  • Track record of meeting or exceeding KPIs.
  • Strong communication, negotiation, and interpersonal skills.
  • Self-motivated with a proactive approach.
  • Competence in ERP, CRM, Excel, and Microsoft Office.


Support Provided:

  • Hands-on direction, coaching, and support from leadership.
  • Financial evaluation and support from the finance team.
  • Training on industry and company software/tools.
  • Continuous process improvement initiatives.


This position offers an exhilarating challenge for a dynamic professional ready to make a substantial impact in the packaging industry. If you're ready to embrace this opportunity, we invite you to join our team.



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