Director of Customer Success (Business Coaching Industry)

$80,000 - $85,000/Yr

Tyler New Media - Duluth, GA

Full-time - Senior

Duluth, GA

Professional, Scientific, and Technical Services

About the position

The Director of Customer Success at Tyler New Media plays a pivotal role in shaping the future of the company and significantly impacting the success of its clients. This position is essential for ensuring the delivery of outstanding experiences that drive strong customer satisfaction. The Director will oversee program development, customer success management, and collaborate on event production, all aimed at enhancing the client experience and achieving business objectives. In the realm of leadership team management, the Director will focus on developing the team with an emphasis on leadership, management, and accountability. This includes participating in recruiting and hiring activities, engaging in role development, conducting interviews, selecting candidates, and overseeing the onboarding process. The Director will also be responsible for creating long-term professional growth plans for team members, fostering employee engagement, and building a cohesive team environment that promotes efficiency and productivity. Program development management is another critical aspect of this role. The Director will facilitate the development and implementation of new client-facing program initiatives for TSP Mastermind, Collaborative, and Propel. This involves conducting needs assessments, creating operational strategies for implementation, and ensuring that program launches align with other business initiatives and timelines. Customer success management will require the Director to provide strategic direction and management of program operations to ensure quality and consistency. The goal is to increase customer lifetime value through effective success plans, customer satisfaction metrics, and overall health scores. The Director will leverage reporting to gain insights into customer behavior and drive initiatives aimed at preventing customer attrition while identifying opportunities for expansion and upselling. Finally, the Director will oversee event production by collaborating with event planners and project managers to create effective enrollment strategies for upcoming events and plan content and agendas for client events. This multifaceted role requires a blend of strategic thinking, management skills, and a deep understanding of customer needs and business operations.

Responsibilities

• Develop and manage the customer success team with a focus on leadership, management, and accountability.
• Assist in recruiting and hiring activities, including role development, interviewing, candidate selection, and onboarding processes.
• Create plans for long-term professional growth, employee engagement, and team building.
• Ensure the team achieves critical goals that contribute to the company's overall growth.
• Facilitate the development and implementation of new client-facing program initiatives for TSP Mastermind, Collaborative, and Propel.
• Direct needs assessments, work plans, and operational strategies for program implementation and evaluation.
• Provide strategic direction and management of program operations to drive quality and consistency.
• Increase customer lifetime value through success plans and customer satisfaction metrics.
• Leverage reporting to develop data-driven insights on customer behavior.
• Drive initiatives to prevent customer attrition and increase opportunities for expansion and upsells.
• Collaborate with organizational leaders to incorporate customer needs into business objectives.
• Collaborate with event planners to create enrollment strategies for client events and plan event content.

Requirements

• Bachelor's degree in communication, management, business administration, or related field; master's degree in management or business preferred.
• 7-10 years of experience in developing and managing programs.
• Strong management mindset with financial understanding and awareness.
• Decisive and self-confident with flexibility to adapt to changes.
• Knowledge of business operations and competitive industry environment.
• Solid understanding of marketing and sales concepts.
• Proficient in performance evaluation techniques and data indicators.
• Experience in negotiating, establishing, and administering contracts.
• Proven experience with small business development is a plus.
• Skillful in creating effective presentations in-person and via virtual formats.
• Exceptional written and spoken communication skills.

Nice-to-haves

• Familiarity with program management software and online media platforms.
• Experience in business coaching or related fields.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance