Director of Client Success

The Role

Are you a client champion? Do you thrive on turning satisfied customers into raving fans? We’re searching for a passionate Director of Client Success to lead our dedicated team. As a Director of Client Success, you'll be the driving force behind our customer experience. You'll lead a dedicated team of account managers and support specialists, ensuring seamless service delivery. Your responsibilities will include advocating for client needs, mentoring your team, solving complex problems, and continually improving our client success processes. You'll also foster a culture of continuous learning and growth for both your team and clients, while demonstrating a strong understanding of technology and its applications in client solutions.

Position Summary

Client Advocate: Be the voice of our customers, advocating for their needs and driving positive outcomes.
Team Leader: Inspire and mentor your team to provide exceptional service and build lasting relationships.
Problem Solver: Serve as a go-to resource for complex client issues, resolving them with efficiency and empathy.
Process Improvement: Continuously refine our client success strategies to enhance customer satisfaction and loyalty.
Develop your team and clients: Foster a culture of continuous learning and growth for both your team and clients.
Demonstrate technical proficiency: Possess a strong understanding of technology and its applications in client solutions.

About Coordinated

For over 40 years, Coordinated Business Systems (CBS) has grown into a leading Information Management Company, empowering Minnesota and Western Wisconsin companies with Total Office Services. We streamline your operations with managed print and network services, automate workflows with electronic document management, and keep your office running smoothly with essential supplies and the latest technology. At CBS, we foster a collaborative and supportive atmosphere where we have a mix of tenure and new employees creating a dynamic learning environment. We value growth for our employees and offer a fun, professional, yet relaxed work environment.

Responsibilities

Leads and manages the account management team.
Develops and implements processes and procedures that ensure clients routinely are provided strategic IT Roadmaps, are updated about technical trends, and are aware of support trends inside their organization.
Acts an escalation resource for account managers and support leads to help navigate questions and concerns related to day-to-day service, project status, or overall account health.
Works with service delivery teams to identify opportunities to improve client satisfaction.
Acts as the voice of the client with organizational leadership.
Serves as incident response manager for any client impacting incidents (outages, security, or other).
Works with account managers and executive leadership on developing budget forecasts for revenue growth inside existing accounts.
Can remedy challenges with critical customer infrastructure
Recruit, select and develop team

What We Offer