Meridian IT Careers

Description

Job Title : Director, Customer Success 

Reports To: Vice President, Project Business Management

Location: Remote

Date: October 2024

Position Summary

The Director of Customer Success is a dynamic professional with strong management, communication, and problem-solving skills and oversees the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they create goals that can help improve customer experience. Those in this high-level position are responsible for working with different departments, ensuring everyone is working to meet these goals and objectives. This individual is responsible for the assignment of direct reports to Enterprise Managed Service accounts at Meridian IT and the successful development and maintenance of all the associated processes and communication standards to support their efforts. This individual directly manages a team of Customer Success Managers, and Enterprise and Technical Service Managers, who work closely with the Service Delivery engineers and Project Managers to successfully support customers. The Director of Customer Success will also provide operational status to various stakeholders at Meridian IT.

 Responsibilities 

• Maintain quality service by establishing and enforcing organization and communication best practices;
• Identify, define, and continuously improve new and existing policies, standards, and framework for Operations, Support, and Customer Success/Service Management governance. Implement and maintain a process structure aligned to company standards that meets business needs while balancing compliance with risk and cost;
• Own continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of Service Delivery & Technical Support Services to improve customer experience;
• Work with business stakeholders and technology partners to analyze current state and design / prioritize updates and improvements for: Customer Success/Service Management (Service Catalog, Request management, SLAs, Governance, Reporting, Case Management, Knowledge Management, Incident (SLAs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies):
• Work with product owners, stakeholders, and the IT Services Engineering team to prioritize and plan improvements to our tools while balancing technical enhancements, automation opportunities, and new feature development.;
• Design and build a robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through while also doing the same for recurrent non-major incidents;
• Define and implement a strategy to drive the adoption and continuously improve compliance with all service management policies, standards, and framework;
• Point of escalation for Operational and Customer Success issues;
• Develop KPIs, metrics, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc. for internal stakeholders and senior management;
• Supervisory duties for the Customer Success team. Includes Technical Leadership/guidance; assigning and reviewing work regularly, setting and adjusting priorities, and evaluating work performance;
• Plan and implement operational control processes and monitor Customer Success lifecycle, seeking out opportunities to streamline workflow and increase productivity;
• Design and implement a customer satisfaction survey to be utilized across the lifecycle of all customer experience, cases, projects, pre-sales, invoicing, etc. determining who to survey, when, what information to gather, standardize measurements and monitor satisfaction and use that information effectively;
• Alert management to issues and opportunities for process changes;
• Provide detailed, reliable, and accurate information to internal stakeholders to ensure standards are met and exceeded, when possible;
• Responsible for updating all Customer Success templates for services and deliverables;
• Manage and mentor a diverse group of resources across a wide geography and motivate team members to meet company goals and push for success;
• Travel to remote company sites, if needed;
• Ensure compliance of company policies and practices;

• Perform other duties, as assigned;

Qualifications

• 3+ years of experience as a Customer Success Manager or in a client facing role dealing with escalations, expectation management and business analysis;
• Bachelor’s degree in business or related field preferred;
• Customer Success Professional or Customer Success Manager certification preferred;
• Strong leader with the ability to prioritize, plan, and direct resources across a wide geography;
• Success in managing staff of different disciplines to produce results in a timely manner;
• Strong industry knowledge;
• Demonstrate a high level of independent judgement and initiative/self-starter;
• Success with resource management and collaboration;
• Ability to manage multiple priorities concurrently;
• Proven track record for improving process efficiencies and solving problems;
• Strong interpersonal skills with a demonstrated ability to work collaboratively with other internal departments;
• Excellent written and oral presentation skills;
• Flexibility to work overtime, if needed;
• Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio).

.Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.