Director, Customer Success

As Director of Customer Success for Self Financial, you will provide strategic direction, leadership, development and management with our customer success team. Your job will be to innovate, inspire, tinker, measure and report on customer satisfaction in our entire worldwide customer base.

Who you are

You will be the conduit between the customer success team, other departments and internal stakeholders developing a trusted advisor relationship that enables rapid, focused, resolution for our customers. The Director of Customer Success must have the right combination of leadership and operational skills to manage a diverse geographically distributed team; remote, onshore, & offshore. 

You lead by inspiring your teams to deliver exceptional customer experience.  Your exceptional operational skills, including focus on the important metrics will allow you to continue to elevate our customer experience and our team's skills.  

What you’ll do

• Manage the global team’s overall performance for customer service needs through OMNI channels
• Closely coordinate with Success Managers to support service levels and customer experience, and take appropriate actions to correct when needed, implementing and tracking industry leading key performance indicators
• Work with Product and Technical groups to diagnose and resolve technical issues 
• Act as a senior level escalation point for customer issues
• Provide regular updates on satisfaction of customer base
• Provide regular updates on escalations and accounts likely to escalate if not attended to
• Identify common problems found in / reported by the customer base (training, product, docs, etc.) and develop action plans to address
• Provide weekly dashboard with KPIs showing team performance, customer success, escalated accounts, potential escalations and other KPIs as agreed upon
• Oversee the development and deployment of customer solutions as customer / team needs evolve
• Identify product enhancements, Knowledge Base articles and Training needs
• Regularly meet with customers to understand their needs and develop support plans 

What you bring

• 5+ years’ experience leading and managing global customer contact centers in financial services
• 5+ years’ experience in consumer facing financial services, credit card desired
• Knowledge of Zendesk and Salesforce desired
• Demonstrated success creating, managing and reporting on department budgets
• Strong customer advocate - knows the customer is always right (except when they're not - and knows how to spot the difference)
• Handles and diffuses customer escalations with ease
• Knows how to measure and increase customer satisfaction (what tools, what KPI's, what moves the needle)
• Success building teams who are passionate about providing the best customer experience 
• Based in Austin, TX/Remote