Customer Success Director - North America

Solera

18d•Remote

About The Position

Customer Success Director - North America/Virtual US Who We Are Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com. The Role The Customer Success Director - North America leads and supports a team of NA-based customer success managers (CSMs), ensuring they build strong, long-term relationships with customers to drive retention, satisfaction, and growth. This manager focuses on team performance, strategy, training, and process implementation to ensure consistent, high-quality customer experiences across the team's accounts.

Requirements

5+ years of client account handling and/or management with proven experience interacting effectively with customers of varying levels of technical aptitude, ideally in a similar role or industry.
3+ years of people/team management.
Demonstratable training and team development experience.
Experience and a natural ability to build rapport in a friendly and helpful manner across all lines of communication, face-to-face, phone, email, video conferencing and online chat.
Ability to manage a varied workload with great organizational skills and managing multiple priorities.
Clear, concise and professional communication skills across all business settings including chat, email, video and over the phone.
Training, development and team evolution skills.
Excellent attention to detail and organization skills.
Ability to prioritize work and execute with a sense of urgency.
Innate problem-solving skills.
Ability to apply critical thinking skills to identify and solve problems.
Ability to understand data and identify trends, gaps and issues.
Ability to think outside the box and proactively apply creative solutions to client accounts to achieve retention, cost-savings, and safety goals.
Ability to work as a member of a team and lead a team.

Responsibilities

Oversees programs for and relationships with a portfolio of clients managed by the North America team of CSMs.
Leads and manages a team of North America based CSMs who directly manage a portfolio of clients, aligning team goals and responsibilities with organizational and client-specific objectives.
Ensures client retention through the development and maintenance of strong working relationships with key decision makers within client organizations.
Aids and supports CSMs in seeing the bigger picture, connecting the dots on client needs/desires and addressing challenges while aligning solutions with program goals and requirements to maximize the benefits of our products, programs and services.
Contributes to the strategic vision for the evolution and enhancement of the customer success function while owning the execution of the strategic plans to achieve success
Assists in addressing client concerns and efficiently responding to incoming inquiries with timely and appropriate escalations.
Guides and supports CSMs in proactively identifying client needs, providing training and support to ensure clients are fully benefitting from the programs we provide.
Captures client feedback and provides leadership with details on product issues, improvement needs and enhancement ideas/requests.
Oversees the CSM role in the billing process ensuring accuracy, transparency and adhering to contractual obligations.
Partners with the CSMs to conduct account reviews on a regular basis, reviewing program trends and results and understanding current and future program needs and opportunities.
Performs other duties as assigned or as they become apparent, necessary, or helpful. This list is intended to be fluid and may not contain all activities, duties or responsibilities that are required of an eDriving team member.