Director of Customer Success Job Description Division / Department : Customer Success Pay : Negotiable Reports to : AVP of Operations Direct Reports : Online Marketing Executive Manager, Customer Service Manager, Accounts Receivable Manager, Real Time Analysts Location : Cebu, Philippines Position Overview The Director of Customer Success reports to the AVP of Operations and is responsible for the consistent achievement of company objectives related to the Customer Success Division.
Through the execution of effective leadership, the Director of Customer Success is responsible for customer satisfaction, payability and account retention.
Job Duties and Responsibilities : Responsible for the management of Online Marketing Executive, Customer Service and Account Receivable departments to successfully meet and exceed KPIs, revenue and quality goals.
Responsible for the execution of initiatives and projects Responsible for planning, hiring, training, evaluation, and development and termination of personnel Strategically and proactively plan daily operations Strategic planning of Customer Service Division pertaining to customer experience, operations and business initiatives Develop incentives, compensation strategies and plans to correctly align and incentivize team members Attract and recruit top tier talent, develop and manage high caliber team Coach, develop and drive performance of managers and team members Set and communicate goals, action plans and key metrics Regularly monitors team members professionalism and performance holding team members accountable for productivity and quality.
Analyzes daily, weekly and monthly reports to recognize trends and define problems. Generates solutions and implements changes to resolve concerns within Customer Service Division Protects interests and image of company Counsels and resolves personnel conflicts.
Hiring requests require prior authorization of the Assistant Vice President of Operations Dismissal of department manager requires two party consent of Director and the Assistant Vice President of Operations Online Marketing Executives : 0-
90 Payability : 50% Customer Service : Account Retention : 78% VC Activation : 56% Accounts Receivable : Days 0-35 : 5% Days 36-90 : 0.5%