Customer Success and Support Director

SureCam•Maplewood, MO

77d•Onsite

About The Position

Are you ready to join a dynamic, innovative company? SureCam provides small to mid-size companies operating a fleet of vehicles real-time visibility into harsh driving events and accidents. We help fleets run safer, and more profitably. Our solution, a network-connected dash cam and software platform, provides access to footage in real time and gives fleet operators the information they need to minimize claims/insurance costs and increase safe driving. Are you ready to make an impact? We are a team united by a vision to protect the lives and livelihoods of vehicle drivers, owners, and the communities they serve. We are committed to offering a simple and affordable solution for our target market. We're here to help safety managers and fleet owners find the technology they need to get the job done. We believe every fleet, from 5 vehicles to 5,000 should have access to the same best-in-class technology that provides real time visibility into what's happening on the road. Are you ready to grow? SureCam serves thousands of fleets around the globe from our two HQ offices in Reading UK, and St. Louis, Missouri. We have an international network of resellers across four continents. Day in the Life in this role: As the Director of Customer Success and Customer Support, you will be responsible for maximizing the post-sale customer experience across our U.S. operations. This includes leading teams to deliver a best-in-class onboarding process, guiding account managers to drive strong net revenue retention through renewals and upsells, and overseeing the customer support team to ensure efficient troubleshooting and ticket resolution. The role is primarily office-based.

Requirements

Customer Centric Approach: Exceptional ability to maximize customer success, from onboarding new customers to managing existing customer accounts. Deep understanding of customers' concerns and deeply rooted experience and understanding of how to promote value through customer experience.
Revenue Lens: Ability to focus on revenue and manage account managers whose primary metric is net retention (maintaining revenue and upselling revenue).
Customer Support Skills: Capable of leading a team of customer support focused representatives; and implementing best-in-class customer support workflows.
Leadership and Team-Oriented Approach: Experience leading teams, where you enjoy working with others, value collaboration, and get satisfaction from supporting teammates and customers; while still willing to get involved in the job at hand and work alongside the teams.
Process-Oriented: Experience analyzing and optimizing the existing processes in the Customer Success and Customer Support department.
Technology Comfort: Competence with computers and systems (MS Office, CRM, Customer support ticketing system, Excel); and ability to quickly learn new software tools.
Consummate Professional Skills: Critical thinking and problem-solving abilities; very high and consistent attention to detail; Integrity, honesty, reliability, ambition, drive, focus, determination; and, clear and professional in both written and verbal communication.
Relevant Education and Experience: Bachelor degree or higher-level professional qualification; and minimum 3-5 years of experience in customer service and account management leadership.

Responsibilities

Customer Success, including onboarding and Account Management teams.
Communicating budgeted retention and expansion targets to your teams and designing systems and processes to meet and exceed those targets.
Ensuring the Surecam brand remains associated with an industry leading customer experience that creates value.
Managing team to review and oversee the resolution to any customer support complaints in a manner that reflects the importance Surecam puts on a positive customer experience.
Maintaining up to date documented Standard Operating Procedures, for onboarding, account management and customer support.
Assist in creating training courses and educational materials for members of your department and our customers.
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs with a laser focus on upsell and revenue expansion opportunities within our customer base.
Optimize existing processes within the company and actively enhance all Customer Success initiatives, including engaging with cross-functional colleagues to advance our AI driven options for those customers who prefer to self-serve or that need assistance out of hours.
Other responsibilities as required.