Director, Customer Success

🕒 Outubro 23

🏰 Missouri – Remoto

🏰 Missouri – Remote

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Frontline Managed Services

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

⚖️ Jurídico

🔒 Cibersegurança

☁️ SaaS

Legal • Cybersecurity • SaaS

A Frontline Managed Services é uma fornecedora global de Serviços de Ciclo de Receita e Serviços de TI Gerenciados, especificamente projetados para empresas de serviços jurídicos e profissionais. A empresa utiliza tecnologia especializada para inovar os modelos de entrega de serviços, oferecendo soluções escalonáveis que melhoram a receita, a rentabilidade e a eficiência operacional para empresas de todos os tamanhos. Com um compromisso com a governança de TI e segurança cibernética, a Frontline assegura operações jurídicas seguras e eficazes, apoiando as empresas a alcançarem desempenho e crescimento acima do mercado.

Descrição

• Lead strategic customer relationships, account health, and retention across the Customer Success organization • Manage day-to-day account management across a portfolio of managed services clients • Partner with Sales, Operations, Delivery, and Advisory to monitor service performance and strengthen customer experience • Serve as primary client advocate for customer satisfaction, service quality, and relationship continuity • Build and maintain trusted relationships with client stakeholders and decision-makers • Lead regular business reviews with clients and coordinate follow-up actions • Identify and escalate customer-retention risks • Partner with Sales on expansion opportunities and renewal conversations • Coordinate client demonstrations to support adoption and expansion • Identify customer needs and engage internal teams for resolution • Partner with Operations on root-cause analysis, preventative planning, and service recovery • Communicate issue, project, and resolution updates to clients and stakeholders • Serve as an escalation point for account-facing team members • Provide regular account-health, retention-risk, expansion, and operational updates to the Vice President of Customer Success • Represent Customer Success in cross-functional planning • Define and track health scores, CSAT/NPS, escalation trends, and gross revenue retention • Oversee customer-specific reports and insights • Analyze data trends, service metrics, and volume patterns to identify risks and opportunities • Maintain accurate CRM customer-contact, account-health, and organizational data • Define goals, deliverables, and timelines for customer-outcome and service-improvement projects • Coordinate stakeholders to complete project objectives and commitments • Document customer processes, escalation paths, on-call procedures, and account-management protocols • Facilitate knowledge sharing and team training • Coordinate firm-specific content for internal knowledge repositories • Promote current tools, self-service capabilities, and standardized helpdesk processes • Recommend improvements in training, technology utilization, process design, and communication • Maintain understanding of system capabilities and customization limitations • Lead, coach, and develop the account management team • Establish expectations, performance standards, account ownership practices, and accountability mechanisms • Conduct one-on-one meetings and provide coaching, mentorship, and developmental feedback • Foster a supportive, engaged, and high-performing team culture • Help team members navigate client needs, workload demands, and cross-functional challenges • Remove barriers to team effectiveness through improved processes, tools, training, and service coordination • Monitor team engagement and sentiment and strengthen leadership effectiveness • Model professionalism and customer-centric decision-making

🎯 Requisitos

• Bachelor’s degree in business, Communications, or a related field, or equivalent professional experience • Seven or more years of experience in customer success, client services, or account management • Three or more years of experience leading teams and developing employees in a customer-facing environment • Proven experience leading customer relationships and managing multiple accounts simultaneously • Demonstrated people leadership experience, including coaching, team development, performance management, and employee engagement • Strong knowledge of managed services principles, service delivery practices, and supporting tools • Exceptional verbal and written communication skills, including presentation and executive communication capabilities • Ability to analyze data, generate customer reports, and present strategic recommendations • Experience coordinating cross-functional teams and managing service delivery initiatives • Proficiency with CRM systems and customer reporting platforms • Exceptional organizational and time management skills • Strong critical thinking, research, problem-solving, and analytical skills • Ability to take initiative, exercise sound judgment, and operate as a self-starter • Strong skills in Microsoft Office, including Word, PowerPoint, Outlook, and Excel • Excellent interpersonal and active listening skills with the ability to work effectively with individuals at all levels of the organization • Ability to work quickly, accurately, and with attention to detail in a high-volume environment • Ability to handle confidential information with discretion and professionalism • Visa sponsorship requirement must be disclosed during application

🏖️ Benefícios

• Equal opportunity employer committed to building a diverse and inclusive team • Professional development and employee growth support • Coaching, mentorship, and developmental feedback • Supportive, valued, engaged, and enabled team environment

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