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Director of Client Success

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Date: Mar 1, 2019

Location: Appleton, WI, US, 54915

Company: J. J. Keller & Associates, Inc.

Requisition #: 10579
Functional Area:  Client Implementation; Customer Service; Leadership
Employment Type:  Full-Time
Work Options:  Work at Position location specified above only
Work Hours:  Standard business hours
Travel Requirement:  Up to 25%

Position Summary

This newly created position will lead a team of over 60 service professionals, overseeing the client’s journey with J. J. Keller's cloud, mobile and hardware-based commercial solutions, from implementation to ongoing successful engagement. Interacting with Product Managers and Development leaders, the Director of Client Success will have the voice of the customer at the heart of our successful service delivery. This position will also manage all aspects of a national customer base, which includes owning client satisfaction, revenue retention, margin management and the service team management responsibilities.

One of the primary goals of this position is to ensure our clients derive maximum value and utilization of our products and services such that they renew, expand and become advocates for J. J. Keller & Associates, Inc. in the marketplace. The Director will champion Technology Solutions in our client’s organization and ensure we deliver on the promises and potential of our solutions.

This strategic role creates an opportunity to make a direct impact on the customer experience and to make a difference for J. J. Keller, our associates and our customers!

 

Job Responsibilities

  • Delivers results in line with the following key metrics/accountabilities:
    • Client retention
    • Client Loyalty Survey
    • % of calls answered
    • Issue resolution quantitative and qualitative metrics
    • Associate retention
    • Budget control 
  • Leads, develops and coaches team:
    • Provides clear expectations, feedback and recognition
    • Participates in the hiring/selection process
    • Writes and conducts performance evaluations and progress reports
    • Handles associate relations issues 
  • Manages call center in line with corporate metrics related to answer percentages, abandon rates, efficiencies and overall service levels.  Monitors internal systems that measure inbound and outbound call activity, customer feedback and resource availability. 
  • Handles issue resolutions and escalation of customer issues across all lines. 
  • Performs analysis of operational data, trends and statistics that can be used to provide information on business direction and to drive future strategies. 
  • Directly manages select large and/or strategic accounts.
  • Oversees the monthly billing and order processing to ensure accuracy. 
  • Integrates support, account activation, billing, revenue sharing, customer contact and issue resolution processes involving 3rd parties. 
  • Coordinates and plans activities related to service enhancements and how they impact support teams and the customer base. 
  • Collaborates with sales and marketing teams on customer issues and opportunities, including retention strategies and the potential additional of new service offerings. 

Qualifications

Experience:

  • 10+ years in a client service role, including experience in a technology related product/service industry.
  • 7+ years experience in a related leadership role, including leading a team of managers.
  • Demonstrated experience using technology, metrics and reporting to manage a customer service function.

Education:

  • Bachelor's Degree in a business or technology related field

Other Skills/Qualifications:

  • Ability to develop and implement growth plans and programs.
  • Strong collaboration skills, with the ability to lead without direct authority.
  • Ability to develop plans and strategies surrounding change initiatives, gain support for those strategies and facilitate/lead change activities.
  • Ability to interact with customers at all different levels of the organization.
  • Knowledge of complex implementations and account management concepts. 
  • Business process improvement and analysis skills.
  • Strong technical aptitude.

Physical Requirements

Work is performed primarily in a standard office environment.  Occasional travel to offsite offices, customer sites and/or industry and training events may be required.

 

Other Information

 

At J. J. Keller, we are Difference Makers because the work we do truly matters. We protect people’s lives every day. In fact, more than 90% of Fortune® 1000 companies rely on J. J. Keller to help create safe work environments. Our associates have named J. J. Keller as a Great Place to Work® three years in the running. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J. J. Keller. 

Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.!  If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

 

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


Nearest Major Market: Appleton
Nearest Secondary Market: Oshkosh

Job Segment: Manager, Business Process, Call Center, Management, Customer Service