Director Customer Success Management - North America

Description

Hitachi Energy is seeking a Director for Customer Success. This is a remote based opportunity. The role will be responsible for overseeing and optimizing customer support operations within a designated hub. This role focuses on ensuring exceptional service delivery, leading a team of customer care professionals, and driving continuous improvement in customer satisfaction.

Job Responsibilities

• Lead, mentor, and develop a team of customer care representatives, fostering a positive and high-performing work environment.
• Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience.
• Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Utilize customer relationship management (CRM) systems to track interactions, manage customer data, and generate reports.

Job Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5-7 years of experience in customer service or customer care, with at least 2-3 years in a leadership or managerial role.
• Proven track record of managing and motivating a customer-facing team.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite.
• Knowledge of industry best practices in customer service and contact center operations.
• Must be eligible to work in the US without needed sponsorship.

Equal Employment Opportunity (EEO) - Females/Minorities/Protected Veterans/Individuals with Disabilities

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