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Vice President of Customer Success PeoplesWealth Advisory Group Chicopee, MA Job Details Full-time $105,000 - $127,000 a year 1 hour ago Benefits 401(k) Professional development assistance Flexible schedule Retirement plan Qualifications Customer communication Microsoft Excel Customer relationship building Customer retention strategy Managing teams in a customer support role Team leadership Coaching Frontline customer support management Managing clients in a customer support role Client database systems Team development Mentoring Leading team collaboration initiatives Customer support CRM system proficiency Productivity software Customer success strategy Data-driven decision making Data analytics technologies Cross-functional communication Full Job Description Job Summary We are seeking a highly experienced and strategic Vice President of Customer Success to lead our customer support and client relationship teams. This executive role involves overseeing team management, ensuring exceptional customer service, and driving client satisfaction across all touchpoints. The ideal candidate will possess over 15 years of management experience, with a strong focus on customer success, analytics, and cross-functional collaboration. You will be responsible for developing and executing strategies that enhance customer retention, optimize call center operations, and foster a customer-centric culture throughout the organization. Duties Lead and manage multiple teams involved in customer support, client communication, and call center operations to ensure high performance and service excellence. Develop and implement customer success strategies that improve client satisfaction, retention, and overall experience. Oversee the management of CRM systems to track customer interactions, analyze data, and identify opportunities for service improvement. Utilize analytics tools to monitor key performance indicators (KPIs), identify trends, and inform strategic decision-making. Foster effective communication with clients to understand their needs, resolve issues promptly, and build long-term relationships. Collaborate across departments such as sales, marketing, product development, and operations to align customer success initiatives with organizational goals. Coach and mentor team members to enhance their skills in customer service management, call center operations, and client engagement. Manage call center activities to ensure efficient workflows, quality standards, and customer satisfaction metrics are met or exceeded. Promote a culture of continuous improvement by analyzing feedback and implementing best practices in customer support processes. Ensure all team members are proficient in Microsoft Office applications and CRM systems to facilitate effective communication and data management. Requirements Over 15 years of management experience with a proven track record in leading large teams within customer support or related roles. Extensive experience managing teams involved in customer service management, call center operations, or client communication. Strong proficiency in CRM systems and Microsoft Office Suite (Word, Excel, PowerPoint). Demonstrated ability to analyze data using analytics tools to drive strategic improvements. Excellent leadership skills with a focus on coaching, mentoring, and cross-functional collaboration. Exceptional communication skills with the ability to build rapport with clients and internal stakeholders. Proven success in developing strategies that enhance customer satisfaction and retention. Ability to thrive in a fast-paced environment while managing multiple priorities effectively. This role offers an exciting opportunity for an accomplished leader passionate about delivering outstanding customer experiences at the executive level within a dynamic organization.

Pay:

$105,000.00 - $127,000.00 per year

Benefits:

401(k) Flexible schedule Professional development assistance Retirement plan

Work Location:

Hybrid remote in Chicopee, MA 01020