Director, Customer Success - Greenville, South Carolina

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Regular Full Time Management Greenville, SC, US

3 days ago Requisition

Director, Customer Success

About Us:

Tech
24, a national leader in commercial food service equipment repair and maintenance, is seeking a Director of Customer Success. As part of Tech
24’s coast-to-coast network, we deliver expert service to restaurants, healthcare facilities, retail, and more. Our mission is to provide fast, reliable, and professional service every time.

The Director of Customer Success blends innovative technology with empathy to redefine customer experience. The manager demonstrates adaptability, empathy, and an entrepreneurial mindset, and partners cross‑functionally to identify and overcome obstacles to customer satisfaction while driving customer growth and retention.
Minimum Requirements

• Experienced professional with 10+ years of relevant industry expertise in Customer Success working with Enterprise-level customers.
• Strong consultative skills, deep curiosity, and proven results working as a trusted advisor to drive business value for customers
• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
• Ability to facilitate difficult discussions and be adept at handling objections
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

How You’ll Spend Your Time

• Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements
• Influence and collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives
• Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies
• Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements.

How you'll contribute:

• Coach, lead, and develop a high-performing team to deliver consistent, empathetic, and compliant customer experiences; set customer experience standards, run quality assurance reviews, provide regular coaching, and manage performance plans.
• Exhibit versatility and adaptability by managing diverse roles and responsibilities, responding effectively to shifting priorities and business needs to enhance team performance.
• Work collaboratively with internal teams to refine the customer experience, actively identifying and overcoming obstacles for customer satisfaction.
• Foster meaningful human connections by employing empathy to deeply understand and meet customer needs, leading to exceptional customer experiences.
• Dedicate to ongoing learning and development, staying current with industry trends and regulatory changes to continuously enhance service quality.
• Own customer enablement for new business: equip agents with consultative education on products and strategies to identify needs, and present solutions while adhering to regulatory requirements.
• Lead the customer retention strategy end-to-end: define retention criteria, design outreach processes and scripting, run controlled pilots to measure efficacy, and partner with business leads to operationalize successful approaches; establish analytics to monitor retention outcomes.
• Maintain coverage and team readiness; align staffing and workflows to meet customer demand within established schedules.

What we're looking for:

• Experience successfully leading a hybrid/remote workforce
• Exceptional communication skills with meticulous attention to detail.
• Data-driven, analytical mindset focused on understanding and enhancing processes.
• Experience leading a multichannel digital experience, e.g., inbound/outbound voice, chat, email, SMS, etc., preferred.
• Proven critical thinking and decision-making skills.
• Excellent interpersonal, management, motivation, and analytical skills.
• Strong commitment to customer service and quality required.
• Details oriented with strong organization, presentation, and prioritization skills.

Tech
24 is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.