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Director of Client Success

Company: Apex Systems
Location: Austin
Posted on: January 16, 2022

Job Description:

Director Of Client Success
Customer Operations
JOB SUMMARYWe're seeking a relationship-minded leader to help revolutionize the way data products are delivered and consumed. From digital self-service tools, to cutting edge language analytics for internal stakeholders, we're seeking someone who can use her or his intuitive sense of user priorities and pain points to guide a team of client success professionals in crafting the right solutions from our portfolio of data and analytic offerings. Supporting this leader will be a high-tech teams around advanced analytics, speech engineering, platform enablement, program management, business analysis, infographic design, and data visualization. This is a high-visibility, high-upside role that provides regular engagement opportunities with senior leadership in a Fortune 100 company.

MAJOR DUTIES AND RESPONSIBILITIES
Develops and maintains a client success structure within assigned region/verticals to support customers across all channels and segments. Formulates a strategy to ensure the structure evolves as customer expectations change and as Spectrum Enterprise grows and evolves.
Works hand-in-hand with Analytic, Speech, Technology, and Program leaders to find or build the right products to address opportunities within our stakeholder organizations.
Ensures client success team members and leaders are skilled, highly trained, stakeholder facing advocates able to conduct complex and proactive reviews pain points and priorities to effectively craft the right products and services to fit the need.
Builds and continuously strengthens relationships with executive leaders across both client and partner departments to ensure challenges are easily identified and addressed while enabling new opportunities.
Partners with Product and Digital Customer Experience teams to identify the impact and value of cross-departmental collaboration in various metrics associated with improved customer engagement and experience.
Establishes methodology to capture critical insights from new and existing stakeholders regarding sales, service delivery, customer journeys, communication and overall support.
Establishes key performance indicators and metrics for measuring success. Owns requirements on analytics and data visualization efforts with an emphasis on improving customer churn, revenue protection, revenue growth and customer lifecycle value.
Assesses business performance across services and segments; develops recommendations and action items to further cost optimization and revenue enhancing process changes.
Builds ROI models to support key value realization activities and help drive business decisions.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Performs other duties as needed.

REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge-Ability to assess needs, identify opportunities and create business and performance objectives-Ability to lead complex, large-scale change initiatives-Ability to serve as a visionary and think strategically-Varied experience illustrating convincing value of work performed across multiple domains-Ability to communicate effectively with all levels of management and external groups-Strong business knowledge of customer data analytics-Cross-functional management skills with an ability to motivate others, both internal and external to the company-Ability to manage and deliver against several initiatives simultaneously, in fast-paced, dynamic environment-Ability to show judgment and initiative to accomplish job responsibilities-Ability to prioritize and organize effectively-Ability to make decisions and work with others to solve problems-Ability to align systems, programs, and people with the organization's strategy and initiatives-Ability to foster teamwork and build a strong culture of collaboration-Ability to lead large change initiatives-Ability to read, write, speak and understand English
EDUCATIONBachelor's degree in Business Administration or equivalent job experience; Master's degree preferred
Related Work Experience 7+ years of Telecom or Business Operations experience 5+ years of Management experience 3+ years of Call center support experience Strong commercial customer experience within a services based industry

WORKING CONDITIONSRole located in Austin, TXOffice environment (currently a hybrid home/office schedule)Travel as required
EOEThe client is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Keywords: Apex Systems, Austin , Director of Client Success, Executive , Austin, Texas

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