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Director, Customer Support
PSAV
Rosemont, IL, United States
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Position Overview
The Director of Customer Support will be responsible for the strategic development of the Customer Support Center and the delivery of operational requirements, processes and technology to achieve key sales and service outcomes for customers in a B2B environment.
Leading a team delivering customer interactions across multiple channels, this role is responsible for:
• Establishing a centralized Customer Support Center, including requirements gathering, sales process development and technology implementation
• Day-to-day performance and personnel management and team member training of Customer Support team(s)
• Overall responsibility for: retention and growth of existing accounts, new business development and resolving escalated account issues.
This position reports to the Sr. Director Sales Operations.
Key Job Responsibilities
Customer Support Leadership
• Establish and develop a Voice of the Customer culture with the common goal of improving the end to end Customer experience
• Deliver sales productivity gains by developing and driving operations efficiencies and process improvements while maintaining or exceeding Customer experience goals and key performance objectives
• Attain key performance metrics including Customer Satisfaction, NPS, Contact to Order Ratio, Handle Time, Quality, Reliability and First Call Resolution
• Ensure escalated account issues are resolved quickly, leveraging resources from across the company as needed
• Use Customer Insight and Root Cause Analysis to identify companywide improvements and present/implement these to stakeholders as required and appropriate.
• Drive quality and consistency through creation and maintenance of customer and internal knowledge bases
• Continually develop customer support process improvements and implement/embed successful change projects.
Sales Support
• Drive the Customer Support Center to achieve and surpass sales goals, profitability, and business objectives in the quote to order environment
• Ensure the lead-to-revenue process is optimized for qualification, assignment, scoring, and closing by Account Specialists
• Responsible for making sure Customer Support Specialists and Account Specialists have the knowledge, tools, and support to close sales and generate additional revenue from existing customers
• Partner with Event Execution teams to optimize execution handoff procedures that maximize knowledge transfer and improve customer satisfaction
• Drive profitable new sales through a new sales/service channel
People Leadership
• Hire, train, and develop a team of Customer Support professionals supporting various sales divisions across the company; prioritize, lead, and assign work based on team member strengths and roles
• Responsible for all aspects of team member training, career development, and performance management
• Implement and cultivate a team environment that focuses on service levels, customer satisfaction, revenue generation, and productivity.
• Ensure team members are equipped with required tools, processes and procedures to create an effective and efficient organization.
• Establish strong working relationships with team members within the support center and other departments in the organization that support the accomplishment of team goals.
Required Experience:
• Bachelor’s degree or equivalent work experience required
• Over 10 years of proven success in leading, building and managing highly effective customer support and sales teams
• Strong leadership skills that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities and mobilize resources with an appropriate sense of urgency
• Strong competence in Microsoft Office, in particular Microsoft Excel and Dynamics CRM
• Familiarity with Continuous Improvement (CI) methodologies, tools, and processes.
• Must be able to multi-task; ability to handle multiple projects while prioritizing work assignments
• Excellent communication skills with an ability to work at all levels of the organization
• Results focused. Able to meet deadlines and deliver results against specific timetables
• Manage input from multiple stakeholders and execute to a common vision
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