• Client Success

Director of Client Success

The Director of Client Success (DCS) will lead the Client Success group to drive growth and engage clients through the delivery of an excellent client experience. The DCS is responsible for strategic planning, account management, process improvements and delivering innovative solutions related to the overall client satisfaction for the Midigator platform.

Duties and Responsibilities:
Responsibilities include, but are not limited to:

  • Establish, monitor, enforce policies and written procedures for the Client Success team
  • Advise, mentor and train Client Success Managers to handle complex client issues
  • Develop and implement strategic plan to optimize and scale Client Success group
  • Develop short, medium, long term goals for the Client Success group to ensure continuous improvement in client satisfaction
  • Recommend Staffing needs to ensure the success and retention of Client Success team
  • Collaborate with Product owner and engineering team to drive product quality and product improvement (client feedback, feature requests, etc.)
  • Ensure all Client Success Managers are keeping productive professional relationships with key personnel of the assigned client account
  • Define operational metrics/KPIs for the team and ensure there are adequate systems for tracking metrics
  • Collaborate with the Client Operations team to ensure smooth onboarding, and operations of the Midigator platform
  • Continually enhance the Midigator client experience and relationship and recommend ongoing improvement of the Client Success group
  • Ensure compliance with the client agreement and contracts
  • Attend industry conference and tradeshows to engage clients as needed
  • Provide regular and detailed reporting and updates to management
  • Troubleshoot complex issues with clients
  • Promotes culture and fosters a cooperative and harmonious working climate conducive to maximize employee morale and productivity.

Qualifications:

  •  Minimum of 10 years of experience in client services at a Software or technology company
  • Knowledge of chargeback and payment industry highly desired
  • 5+ years at director level management experience
  • Experience growing a team – hiring, coaching and developing effective teams
  • Ability to have big-picture vision as well as the drive and attention to detail that transforms strategy into action
  • Proven track record for services and solutions delivery with a demonstrated ability to achieve stretch goals in an innovative and fast paced environment
  • Strong computer experience and knowledge in Word, Excel, Google suite (Gmail, Google docs)

Skills and Attitudes:

  • Must have excellent communication skills, be able to build/maintain client relationships
  • Must have excellent customer service
  • Time management skills, must be able to prioritize tasks and create organized processes
  • Must be able to handle high-pressure situations
  • Must be able to prioritize tasks and create organized processes
  • Must be detailed oriented
  • Must be able to communicate with internal team, outside departments, third parties and with Executive team
  • Must be positive and outgoing to fit in with corporate culture

Education:

  • Bachelor’s Degree or equivalent

Physical Requirements:

  • Must be able to sit for up to 8 hours at a time
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening, speaking
  • Requires visual acuity
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