Director of Customer Success

Employment Type

: Full-Time

Industry

: Miscellaneous



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Director of Customer Success

With over two decades of experience in regulatory compliance and screening services, Foley is a trusted partner of motor carriers, employers and staffing firms. We currently serve more than 42,000 clients nationwide – a number which continues to grow as we expand our service offerings.

Foley is looking for a visionary leader, who is passionately focused on building and leading high performing teams, delighting customers, driving engagement, and partnering cross-functionally to take a scaling organization obsessed with its customers, to the next level.

As the Director of Customer Success, you will use your leadership experience to inspire your team, develop strategic objectives and lead the execution of innovative approaches that optimize the customer experience and develop customer advocates. You will thrive in our fast-paced environment and be a master of execution, responsible for guiding customer growth.

We Are Looking for Someone Who Will:

Develop a world-class Customer Success team and build a roadmap for how to strategically engage and retain the Customer Success organization
Maximize the revenue opportunities within each portfolio through both geographical and service expansion
Be responsible for your team achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy
Be a point of escalation for clients in your team’s portfolio
Work closely with internal stakeholders to ensure the Customer Success solutions are executed in line with the clients’ expectation to ensure timely onboarding of new portfolio clients
Set the long-term vision for Customer Success by analyzing the current state, assessing where we have opportunities to improve, and innovating to optimize for the customer experience 
Work with the Executive Team and key internal stakeholders to understand which services and processes result in customers’ long-term happiness and turns them into advocates of our products and services


We Are Looking for Someone Who Has:

Seen opportunity and growth in learning more and continuously improving both processes and yourself
7+ years relevant experience in the field of Customer Success or Account Management
3+ years’ experience managing or mentoring staff
Exemplary written and verbal communication skills coupled with unparalleled follow up skills
Demonstrated success exceeding expectations in retaining and growing customer relationships
The ability to both set a vision and execute on a strategy, and roll up their sleeves and get in the weeds when necessary
A track record of building positive relationships with internal and external business leaders
Proven experience effectively communicating objectives to align with the rest of the organization and driving team behavior to execute with customers
A commitment to building inclusive team environments that foster trust and a sense of empowerment
Has worked with and gotten the most out of customer relationship management technology

We Are Looking for Someone Who Is:

Driving yet collaborative; a good team and alignment builder
Results oriented with ability to develop collaborative relationships through strong communication, influence, and problem solving
Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate ‘outside the job description’
Great change leader, customer obsessed, metrics, and data driven
A continuous learner. Someone who seeks best practices, is open to new ideas, and continues to benchmark
Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances 
Strong executive presence and professional image; excellent organizational, communication, and presentation skills

Why Join Our Team?
Foley is an employee-driven organization that regularly solicits employee feedback to create a positive work environment for our growing team. From our employee lounge to our monthly after-hours social gatherings, we give you ample opportunities to connect with your co-workers in a professional, yet relaxed atmosphere. You’ll also look forward to:

Advancement opportunities
Student loan reimbursement
Onsite market providing fresh food choices
Free onsite parking
Flexible schedules
Competitive benefits package including medical, dental and vision
401(k) with company match

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