Director, Customer Success Position Available In Miami-Dade, Florida

Director, Customer Success 4.1 4.1 out of 5 stars 8669 NW 36th St Ste 130, Doral, FL 33166 Position Summary The Director, Customer Success, oversees and manage customer service & support and other AWS processing operational units related to customer transactions. This entails planning and implementing effective customer service strategies for meeting clients’ needs as well as optimizing the operational aspects of customer transactions. Incumbent is responsible for directing the activities of staff to ensure high quality service is provided to customers in the shortest amount of time. This position ensures the staff are trained to deliver an exceptional customer experience that supports the organization’s vision to deliver world class customer service across all platforms. Essential Duties Develop, implement, and maintain strategic goals and objectives for the customer service team, including productivity measures, service levels, customer satisfaction scores and program budgets as established with senior leadership team. Provide world class customer service through communication, technical skills (thorough understanding of AWS and their products), and problem resolution. Ensure customer service and processing teams are equipped with company-wide knowledge and are managed and organized to provide accurate and timely responses to customer’s needs on a variety of AWS products and services. Develop effective action plans for achieving targets for daily operations. Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Govern the established customer service performance metrics to include monitoring the wall board to ensure ultimate customer service performance. Prepare and direct scheduling, monitors attendance, and schedule shifts & breaks as necessary, ensuring the customer service unit is always properly staffed to include tapping into other resources during staff shortages. Oversee and direct the day-to-day activities of telephone operators and customer service agents. Carry out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents. Mentor associates and conduct individual weekly and monthly performance meetings, providing timely and constructive performance feedback as needed. Provide guidance to employees on complex customer issues to resolve problems or concerns; attend, follow up & resolve all customer complaints as needed. Hold calibration sessions with leadership team to evaluate program quality and overall service delivery. Partner with internal departments to maintain high quality of service and current product/procedural information. Prepare and present weekly reports on program operations. Facilitate weekly meetings with each department to receive and provide updates Continually maintain working knowledge of all company products, services, and promotions. Manage and plans all functions related to Customer Service department. Establish and optimize application processing across all departments. Ensure company procedures are followed regarding customer interaction and system usage. Adhere to all customer service KPIs. Supervision Exercised Manager, Customer Service Required Knowledge, Skills & Abilities Highly developed sense of integrity and commitment to customer satisfaction. Demonstrate passion for excellence with respect to treating and caring for customers. Self-starter and independent thinker with a strong knowledge of all AWS programs. Effective at building relations with both internal and external entities. Excellent communication, leadership and interpersonal skills. Strong computer proficiency with MS Word, database system; data entry Good telephone etiquette required Bilingual skills are helpful but not required: Spanish, Mandarin, and/or Portuguese Ability to set customer expectations and drive a positive customer experience Required Education and Experience Bachelor’s degree in Business Administration or related field preferred. Five years customer service experience with a minimum of two years in a supervisory capacity leading teams; two years of sales management experience. Special Requirements, Licenses, or Certifications None. Working Conditions and Required Physical Abilities When working on site, this position is located in a quiet to moderately noisy indoor office environment. Some travel required (5%). Individuals in this type of position must have the use of sensory skills in order to effectively communicate with other employees and the public through use of the telephone and personal contact as normally defined by the ability to see, read, talk, sit, stand, hear, use of fingers in order to handle, feel or operate objects and write. Must have the physical capabilities to move about the office and to effectively use and operate various items of office related equipment, such as but not limited to personal computer, calculator, copy and fax machines. Must be able to remain seated at a keyboard or desk for extended periods. Must be able to lift, carry, and/or push/pull articles weighing up to 20 lbs. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the job.